Senior Manager, Strategy & Operations

Overview

Job Summary The Senior Manager, Commission Strategy & Operations leads Choice Hotels’ centralized commissions function responsible for Online Travel Agent (OTA), transient, and group commission billing and recovery. This role sets the strategic direction, builds scalable and accurate processes, and oversees execution to ensure timely, accurate, and predictable commissions recovery—directly impacting revenue performance across Choice’s hotel portfolio. The leader serves as the organization’s subject matter expert on commissions workflows, systems, third‑party data flows, and vendor partnerships while mentoring a high‑performing operational team.

• Strategic Leadership & Governance
• Define the Centralized Commission Team (CCT) strategy, long‑term roadmap, and KPIs aligned with commercial and financial objectives.
• Translate strategy into standardized SOPs, case‑management logic, monitoring tools, and aging thresholds.
• Partner with Distribution, Billing, Finance, Global Sales, and key vendors (e.g., Expedia, , Onyx) to improve upstream data quality and integrity.
• Manage the relationship with Choice’s third‑party commission processing vendor, including ongoing assessment of vendor performance and strategic fit.

• Operational Oversight
• Oversee OTA, transient, and group commission recovery operations, ensuring process consistency and meeting SLA expectations.
• Ensure data accuracy from reservation through payment collection.
• Own reporting structures and dashboard transparency as the team transitions from siloed case management into unified operations.
• Monitor core performance metrics including:
• Case resolution rates
• Aging inventory (90+ days)
• Property suspension counts and duration
• Transmission accuracy with OTAs and distribution partners
• Financial recovery and revenue targets

• Subject Matter Expertise
• Serve as SME for internal billing workflows, transmission processes, and reconciliation systems related to commissions.
• Diagnose and resolve systemic OTA or billing partner issues impacting timely or accurate payments.
• Support OTA and Transient Relationship Leads with root‑cause analysis and prevention of recurring issues.

• Team Leadership
• Lead, mentor, and develop Relationship Leads and Collections Leads, cultivating a high‑performance culture.
• Build a team environment rooted in accountability, analytics‑driven decision making, and proactive issue resolution.
• Model Choice’s values and support cross‑functional collaboration throughout the commercial organization.

• 10+ years in revenue operations, commercial operations, billing, collections, financial operations, or hotel distribution.
• Deep understanding of OTA ecosystems, hospitality distribution, and third‑party billing workflows.
• Demonstrated success leading cross‑functional operational teams and delivering large‑scale process improvements.
• Experience building dashboards, analytics, and case‑management solutions such as Salesforce.
• Proven ability to influence senior leaders and external partners.
• Strong analytical, strategic planning, and systems‑thinking capabilities.

• Bachelor’s degree in Business, Finance, Hospitality, or related field or equivalent combination of education and work experience.

The salary range for this position is $123,663 - $145,486 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a…