Manager, Member Experience - Travel Virtual Sales

at  AAA Western and Central New York

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical, Dental, Life and AD&D Insurance
• Potential for hybrid work & flexible work schedules
• Pre-Tax & Roth 401(k) plan with company match
• Health Spending Accounts with company contribution & Flexible Spending Accounts
• Company Paid Short-term & Long-term disability
• Paid time off
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts

JOB SPECIFIC REQUIREMENTS

• Excellent interpersonal and organizational communication skills; specifically, the ability to communicate complex ideas and issues in a simple and straightforward manner
• Must be able to resolve problems and work under pressure to diffuse travelers’ concerns
• Proficiency in Microsoft Office applications, and the ability to quickly learn new business software applications
• Proficient knowledge of travel, operational strategies, concepts, and best practices
• Obtain and maintain required licenses or certifications including Travel Accident and Baggage Insurance

PHYSICAL REQUIREMENTS

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
• Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
• Must be able to lift, carry, push, pull a maximum of 30 lbs

EXPERIENCE

Required

• Management experience.
• 10 year(s): Sales and travel environment with solid sales performance management and process experience.

EDUCATION

Required

• Associates or better in Business Administration or related field

30%
Travel Sales and Support Operations: Drive the achievement of travel sales and service objectives, playing a key role in accelerating membership growth and retention. Lead the seamless execution of daily operations, providing strategic support to both the internal team and luxury independent contractors by optimizing and standardizing workflows. Spearhead the identification and implementation of innovative solutions and business development opportunities to enhance operational efficiency and market expansion. Ensure management of payments, trip logistics, and passenger information, maintaining the highest standards of compliance with federal and state regulations, including DOT, HIPAA, PCI, and Licensing Agreements. Utilize data-driven insights to evaluate, communicate, and improve team and contractor performance, driving sustainable growth, maximizing profitability, and surpassing revenue targets.
25%
Customer Service: Proactively address and resolve traveler concerns, offering effective solutions and ensuring timely follow-up guarantee. Implement performance-enhancing strategies and feedback mechanisms to foster a culture of excellence, ensuring every client experience meets or surpasses “totally satisfied” levels. Establish processes for early identification of potential service issues, enabling quick resolution and ensuring a seamless and highly personalized travel experience for every customer.
25%
Leadership: Identify, recruit, and retain high-performing virtual travel advisors and luxury independent contractors, supporting the company’s rapid and substantial growth. Oversee non-performing advisors and ICs, ensuring adherence to established policies and agreements while implementing strategies to improve performance. Lead with a focus on motivation, training, & professional development; while cultivating a high-achieving and growth-oriented culture. Demonstrate initiative, sound judgment, and autonomy, executing well-informed decisions that drive success and align with the company’s expansion goals.
20%
Technical Knowledge: Responsible for providing expert knowledge in travel software systems, including fully leveraging Virtuoso tools to enhance overall effectiveness. Gather and analyze feedback on user experiences and recommend improvements to optimize system functionality. Work closely with travel operations teams to implement necessary adjustments and integrations for new systems. Offer specialized expertise in generating and interpreting requested reports, ensuring comprehensive support for effective travel management.