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Operational Technology Manager

CTM Roseland, NJ

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Oversee operations processes specifically for the MTravel, Allure and Affiliate operations. Designs, implements, and oversees compliance to company and client-specific standard operation procedures. Implements continuous process improvement throughout the operation.


Primary Job Functions

  • Meet and exceed customer expectations by managing customer service levels related to telephone, quality, and productivity and by providing value added solutions and recommendations.
  • Works with account management to manage customer relationships and deliver on contractual obligations
  • Guide Mid Office team on scripts/Finisher and processes to constantly create a seamless experience for the booking agent
  • Ensures proper HR and company processes and policies are followed.
  • Effectively manages and controls expenses, sets and monitors performance to budget.  
  • Manages change through the development, support, and/or coordination of new process / procedures.
  • Delivers results in all budgetary and goal areas.
  • Other duties as assigned
    1. Assist with GDS Migration to Sabre
    2. Assist with Support on MTravel Fares Desk
    3. Monitor Queues 



  • Knowledge of process analysis.
  • Effective organizational and time management skills and follow-through on goals, plans, and projects
  • Exhibits excellent problem-solving skills.
  • Ability to demonstrate adaptability and flexibility.
  • Demonstrates personal and organizational integrity.
  • Ability to work independently exercising discretion and judgment.
  • Ability to embrace diversity.
  • Ability to manage client relationships related to operational objectives.
  • Ability to work with various internal departments to troubleshoot and map complete processes.
  • Strong analytical skills.
  • Good written and oral communications skills.
  • Ability to create and execute project plans.




  • Minimum of ten (10) years operational travel experience.
  • Solid Mid/Back office Expertise and provide programming direction as needed 
  • Knowledge of word processing, spreadsheets, presentations, and email software, Microsoft Office applications preferred.
  • Knowledge of specified reservation system(s). Sabre & Apollo 
  • Thorough knowledge of travel agency operations 
  • Project Management Basics
  • Extensive knowledge of Sabre Profiles and Templates
  • Able to train on CTM proprietary tool Finisher
  • Able to train on CTM integrated 3rd party tools 
  • The ability to Implement  all CTM tools including CTM Portal and Lightning.
  • Knowledge of how use scripts and analyze for optimization



Roseland, NJ
07068 USA



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