Manager, Customer Digital Experience
CI Azumano is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.
Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.
CI Azumano is seeking a Manager, Customer Digital Experience in Virginia Beach, VA.
The Manager, Customer Digital Experience’s primary responsibilities are to oversee and manage the online configuration and implementation teams with the Travel Technology department. The Manager will support the team in ensuring that our booking tools meet company and customer goals and objectives efficiently and reliably including hands-on involvement. The manager will also support the implementation team in ensuring a smooth experience for our new customers and internal teams.
Essential Duties and Responsibilities include but are not limited to:
Leadership:
- Oversight of the online and customer onboarding activities of CI Azumano.
- Development and mentoring of staff to support the travel technology activities of the Company.
- Establishing a culture of accountability, engagement, and teamwork from/with our employees.
- Achieving the short- and long-term travel technology goals to be mutually established for CI Azumano.
- Establishing and maintaining a culture of superior customer service and performance to internal and external customers, along with maintaining a positive corporate image to these same parties.
- Exercise proven strategic and qualitative decision-making to plan and implement programs and tasks, ensuring the implementation is tailored to each customer’s needs.
- Maintain exceptional project/time management, prioritization, and organizational skills to ensure team success and customer satisfaction.
- Coordinate with other CI Azumano departments and 3rd party vendors on new tools and processes to support the team with a goal of reducing repetitive tasks and increasing velocity while maintaining customer satisfaction and company profitability.
- Maintain accurate, high-quality and timely documentation for all OBT and implementation-related processes and procedures.
- Providing as much hands-on influence to projects as needed.
Communication:
- Effectively communicating with fellow members of the team, staff, and senior management of CI Azumano.
- Prepare and deliver regular progress reports to leadership that include, but not limited to, current workload, project status updates, current or potential barriers to success, along with recommended solutions.
- Provide regular feedback to leadership regarding customer relationships, escalating any unresolved client issues as necessary to ensure timely resolution sometimes of a critical/crucial nature to both internal and external stakeholders and customers.
- Able to tailor messages to diverse audiences, influence outcomes, and clearly articulate risks, issues, and recommendations
- Maintain effective working relationship with all departments and vendors to ensure all aspects of customer projects/program implementations are achieved in a timely and professional manner.
General:
- Maintain working knowledge of travel technology products including product upgrades and new products. Determine impact and communicate to internal/external parties as applicable.
- Identify and define business growth opportunities.
- Be aware of and comply with all corporate policies.
- Provide backup assistance for other staff within the department.
- Assume additional responsibilities as directed by management.
Required Experience/Qualifications:
- 4+ years leadership experience
- 2+ years’ experience with an online booking tool
- 4+ years’ experience with a GDS (Travelport preferred)
- Travel industry experience
- Strong analytical and problem-solving skills
- Ability to work with minimal supervision
- Effective communicator with demonstrated experience communicating up and down the organization (individual contributors through senior leadership) and externally with clients and vendors.
Equal Opportunity Statement:
Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.