Operations Manager - VIP M&E

Operations Manager - VIP M&E

Category Operations

Position Type Full Time

Remote Yes

This is a VIP, high-touch Operations Manager role responsible for leading a specialized team that supports Meetings & Events and Incentive travel clients requiring the highest level of service and attention. This position provides the leadership, development, mentorship, and direction necessary to ensure CTM consistently delivers an exceptional customer experience.

The Operations Manager is largely accountable for the overall customer experience, overseeing quality, service delivery, and performance against established metrics. This individual will interact extensively with both internal stakeholders and external clients, aligning teams around a shared goal of delivering high-quality, efficient, and consistent service.

Success in this role requires a hands-on leader with strong people management, customer-facing, and Sabre expertise. The manager must maintain the current ability to actively book in Sabre and support the team operationally when needed. Leading a smaller, highly skilled team of approximately 5-6 direct reports, this role supports agents handling complex, high-touch reservations for premium clients. To succeed as an Operations Manager at CTM, one must effectively leverage the strengths, resources, and expertise within the team to support both client expectations and internal outcomes.

Maintaining service standards, fostering collaboration, and creating a cohesive, team-oriented environment are critical.

As CTM continues to grow and welcome new team members, Operations Managers must bring together diverse skill sets and backgrounds. This role requires the ability to implement a structured framework that enables agents to rely on one another for technical support, allowing the manager to focus on forward planning, partnering with Account Management and Sales, and-most importantly-coaching and developing the team.

8A-5PM CT additional hours during certain times of the year may be required

Lead a VIP, high-touch operations team supporting Meetings & Events and Incentive travel clients.

• Maintain current, hands-on Sabre booking proficiency and provide direct booking support alongside the team when needed.
• Maintain up-to-date working knowledge of team capabilities, Sabre functionality, and all client-specific processes and policies.
• Communicate quality and service commitments clearly through training, written communication, and ongoing coaching.
• Serve as an escalation point for customer requests and service issues; resolve concerns professionally and efficiently.
• Monitor operational key performance indicators and ensure issues are addressed and communicated appropriately.
• Partner with leadership to assess agent performance, quality standards, and training needs.
• Foster strong, positive working relationships across CTM and with external clients.
• Assist in the planning and implementation of new service products, programs, and initiatives.
• Participate in problem-solving efforts, including root cause analysis and continuous improvement initiatives.
• Create and sustain a collaborative, team-oriented, high-performance environment.
• Coach, mentor, and motivate team members to achieve goals while maintaining strong morale.
• Identify service trends and enhancement opportunities; partner cross-functionally to implement solutions.
• Represent CTM in a polished, professional manner and maintain composure in high-pressure situations.
• Ensure the highest levels of service quality, professionalism, and client satisfaction are consistently met.
• Communicate operational policies and procedures effectively and ensure ongoing compliance.
• Work closely with Operations leadership on scheduling, performance management, employee development, and performance reviews.

• This position includes managing direct reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports…