Manager, Corporate Technology & Automation

Manager, Corporate Travel Technology & Automation

Location:

NY, US

Rich Entertainment Group (REG) operates a vast and dynamic collection of entertainment businesses dedicated to bringing friends and families together through unique and memorable experiences.

Our love of food is reflected in our many dining and hospitality operations, including WNY’s preferred caterer, Rich’s Catering & Special Events; your source for incredible wedding cakes and desserts for all occasions; and our collection of restaurants in Islamorada, FA, Kaiyo Grill & Sushi and Green Turtle Inn. We operate three minor league baseball teams, including the Buffalo Bisons, where we combine our passion for sports, entertainment and delicious food to create an affordable family experience at the ballpark.

Celebrating WNY’s picturesque waterfront, we manage Canalside and Outer Harbor, which host a variety of arts, cultural, entertainment and fitness activities. The Travel Team, our esteemed full‑service travel provider, delivers exceptional travel experiences to corporate, group and leisure customers around the world.

The many entities of REG are owned by Rich’s, a family‑owned food company working in 100 locations globally with annual sales exceeding $4 billion.

This position is responsible for overseeing all online technology and automation platforms within the organization. The role involves ensuring the smooth deployment and maintenance of various technological solutions that support the company's operations.

Responsible for application platforms (internal and client facing) include:

• Deployment of new/modified functionality to front‑end, mid‑office and TTT business application platforms including Online Booking Tools and automation‑related applications.
• Maintaining certification in software administration where applicable for Online Booking Tools, Mid‑Office and other related applications to TTT.
• Project‑manage profile and mid‑office development projects.
• Understanding “big‑picture” and booking workflows to properly plan, test and deploy software solutions.
• Platforms include:
  Microsoft, Apollo/Sabre GDS, GDSX mid office, Online booking tools, Backend SQL Databases, FTP & Tech Ticket System.
• Administration of profile and Agent Script workflow development projects.
• Understanding of internal infrastructure and booking workflows to properly plan, test and deploy software solutions.
• Leading, co‑leading new client implementations or “change” projects for existing clients with online booking tools.
• Overseing the department’s internal support ticket system by reviewing, responding to, and resolving technical inquiries and updates daily.
• Ensuring timely communication and follow‑through to maintain operational efficiency and user satisfaction.
• Maintaining effective relationships with technology vendors and consultants by overseeing responsibilities.
• Providing timely and professional responses to vendor inquiries, and managing the creation, escalation, and resolution of support tickets related to departmental software systems.

Technical Support:

• Assist in reviewing automation processes and identifying opportunities for improvement to workflows related to front‑end and mid‑office workflows.
• Keep informed of industry changes and trends related to front‑end, mid‑office, telecommunications and the incorporation of AI‑assisted technologies available in those verticals. Identify and recommend improvements based on industry trends and changes.
• Participate in training, supplier, and engagement programs either virtually or in‑person as required.
• Express passion and energy within the organization and always act according to company Ethics, Values, and Compliance guidelines.

• Minimum of 2 years travel experience.
• Minimum 2 years of Online Booking Tool utilization.
• Confident, detail oriented, ingenious problem solver, fast learner, flexible, and responsive.
• Responds positively to challenge and pressure.
• Knowledge and comfort in troubleshooting software/hardware issues.
• Thor ugh knowledge of the following platforms:
• Knowledge and usage experience of travel industry reservation and mid‑office platforms;
  Reservation system (Sabre), SAP Concur…