VP, Air Operations and Client Services
Overview
In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Additionally, they gain entry to private auctions and receive year-round exclusive offers from esteemed hotels and travel partners globally. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world. Click here for more information about Andrew Harper.
Responsibilities
The Vice President of Air Operations & Client Services is responsible for the end-to-end delivery of travel services and the overall client experience. This executive owns the operational engine that fulfills travel programs and the client facing teams that ensure service excellence, retention, and long-term partnership value.
This role serves as the senior accountability point for service delivery, overseeing global travel operations, enterprise client relationships, service level performance, and continuous improvement.
The VP partners closely with Partners, Sales, Product, Technology, Finance, and Account Management to deliver travel fulfillment services.
Operations Leadership & Service Delivery
• Own end‑to‑end travel operations, including booking fulfillment, ticketing, exchanges, refunds, schedule change management, and irregular operations (IRROPS)
• Lead global service delivery teams across onshore, offshore, and BPO models
• Establish and maintain service delivery frameworks, SOPs, and operational governance
• Drive operational readiness for peak travel periods, major disruptions, and enterprise client launches
• Partner with Technology and Product to automate workflows and reduce manual effort
Client Services & Experience Management
• Provide executive oversight of enterprise client relationships and service delivery outcomes
• Lead escalation management for high‑impact client and traveler issues
• Own client governance, including QBRs, scorecards, executive reviews, and service improvement plans
• Champion voice‑of‑customer programs and traveler experience initiatives
• Ensure consistent, high‑quality service delivery across all client tiers
SLA, Quality & Performance Management
• Define, measure, and optimize SLAs, OLAs, and KPIs
• Ensure consistent achievement of service levels related to:
• Response and resolution times
• First‑contact resolution
• Ticketing accuracy and rework rates
• Traveler satisfaction (NPS / CSAT)
• Lead root‑cause analysis, incident management, and corrective action programs
• Prevent service credits and mitigate client churn through proactive performance management
Workforce, Cost & Productivity Management
• Own workforce planning, capacity modeling, and forecast accuracy
• Balance staffing levels with demand while maintaining service quality and margin
• Drive productivity improvements across transactions per FTE, handle time, and utilization
• Oversee training, quality assurance, and coaching programs
• Optimize cost‑to‑serve by client segment and service tier
Financial & Commercial Accountability
• Partner with Finance and Sales to support pricing, renewals, and contract commitments
• Ensure operational delivery aligns with margin targets and commercial agreements
• Provide operational input into new client pursuits and service model design
• Track and report on operational ROI, automation benefits, and efficiency gains
Leadership & Organizational Development
• Build, mentor, and lead high‑performing operations and client services leaders
• Establish a culture of accountability, continuous improvement, and customer empathy
• Create clear career paths and succession plans within Operations and Client Services
• Act as a visible executive leader during disruptions and critical client events
Qualifications
• 12+ years of progressive leadership experience in travel, hospitality, or travel technology
• Proven executive ownership of operations and client service delivery at scale
• Strong understanding of corporate travel operations, fulfillment models, and traveler experience
• Demonstrated success leading global, multi‑location teams
• Experience managing SLAs, enterprise clients, and executive‑level escalations
• Strong financial acumen with experience balancing service quality and cost
• Excellent executive communication and stakeholder management skills
• Travel technology or SaaS service delivery leadership
• Experience operating through major disruptions (weather, airline schedule changes, global events)
PAY AND BENEFITS
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
Prospective Employee Privacy Policy
#LI-Remote
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Apply To this Job
In 1979, our founding editor left corporate life to travel the world. In his desire for authenticity, he sought out small hideaways in unspoiled corners of the globe, sharing his findings through a monthly newsletter under the pen name Andrew Harper. Over the years, the Hideaway Report evolved into a members-only luxury travel site with an expanded menu of curated content, including in-depth articles about a destination’s best hotels, restaurants, sightseeing and activities, as well as articles on villas, cruising, tours and sample itineraries. At Andrew Harper, an Internova Travel Group company, members enjoy full-service trip planning and exclusive travel perks at top-tier hotels, villas, cruises, safaris and beyond. Additionally, they gain entry to private auctions and receive year-round exclusive offers from esteemed hotels and travel partners globally. Members receive access to private auctions and ongoing offers throughout the year from favored hotels and travel partners around the world. Click here for more information about Andrew Harper.
Responsibilities
The Vice President of Air Operations & Client Services is responsible for the end-to-end delivery of travel services and the overall client experience. This executive owns the operational engine that fulfills travel programs and the client facing teams that ensure service excellence, retention, and long-term partnership value.
This role serves as the senior accountability point for service delivery, overseeing global travel operations, enterprise client relationships, service level performance, and continuous improvement.
The VP partners closely with Partners, Sales, Product, Technology, Finance, and Account Management to deliver travel fulfillment services.
Operations Leadership & Service Delivery
• Own end‑to‑end travel operations, including booking fulfillment, ticketing, exchanges, refunds, schedule change management, and irregular operations (IRROPS)
• Lead global service delivery teams across onshore, offshore, and BPO models
• Establish and maintain service delivery frameworks, SOPs, and operational governance
• Drive operational readiness for peak travel periods, major disruptions, and enterprise client launches
• Partner with Technology and Product to automate workflows and reduce manual effort
Client Services & Experience Management
• Provide executive oversight of enterprise client relationships and service delivery outcomes
• Lead escalation management for high‑impact client and traveler issues
• Own client governance, including QBRs, scorecards, executive reviews, and service improvement plans
• Champion voice‑of‑customer programs and traveler experience initiatives
• Ensure consistent, high‑quality service delivery across all client tiers
SLA, Quality & Performance Management
• Define, measure, and optimize SLAs, OLAs, and KPIs
• Ensure consistent achievement of service levels related to:
• Response and resolution times
• First‑contact resolution
• Ticketing accuracy and rework rates
• Traveler satisfaction (NPS / CSAT)
• Lead root‑cause analysis, incident management, and corrective action programs
• Prevent service credits and mitigate client churn through proactive performance management
Workforce, Cost & Productivity Management
• Own workforce planning, capacity modeling, and forecast accuracy
• Balance staffing levels with demand while maintaining service quality and margin
• Drive productivity improvements across transactions per FTE, handle time, and utilization
• Oversee training, quality assurance, and coaching programs
• Optimize cost‑to‑serve by client segment and service tier
Financial & Commercial Accountability
• Partner with Finance and Sales to support pricing, renewals, and contract commitments
• Ensure operational delivery aligns with margin targets and commercial agreements
• Provide operational input into new client pursuits and service model design
• Track and report on operational ROI, automation benefits, and efficiency gains
Leadership & Organizational Development
• Build, mentor, and lead high‑performing operations and client services leaders
• Establish a culture of accountability, continuous improvement, and customer empathy
• Create clear career paths and succession plans within Operations and Client Services
• Act as a visible executive leader during disruptions and critical client events
Qualifications
• 12+ years of progressive leadership experience in travel, hospitality, or travel technology
• Proven executive ownership of operations and client service delivery at scale
• Strong understanding of corporate travel operations, fulfillment models, and traveler experience
• Demonstrated success leading global, multi‑location teams
• Experience managing SLAs, enterprise clients, and executive‑level escalations
• Strong financial acumen with experience balancing service quality and cost
• Excellent executive communication and stakeholder management skills
• Travel technology or SaaS service delivery leadership
• Experience operating through major disruptions (weather, airline schedule changes, global events)
PAY AND BENEFITS
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
Prospective Employee Privacy Policy
#LI-Remote
Apply tot his job
Apply To this Job