Job Description

Job Summary
Under minimal supervision, responsible for managing University Travel office processes and staff, and ensuring ease of use of Travel systems and processes for the University and campus customers. Collaborate with third party travel agency to ensure efficient and prompt travel agent services are provided to the University.

Additionally, you will be responsible for:

Serve as a central point of contact for faculty and staff looking to book travel, providing guidance and support throughout the planning and execution of their travel programs
Ensure reliable delivery of high quality customer service
Communicate professionally with multiple audiences, and respond in a timely manner
Ensure prompt responses to customer identified issues and follow through to resolution
Successfully navigate high-pressure situations in a calm and focused manner
Ensure performance of processes & controls
Responsible for the delivery of effective and efficient workflow and performance of the team, against defined goals and objectives
To provide leadership and direction to the team to ensure high performance delivery, and optimal utilization of university resources
Improve and standardize processes within area of responsibility, and identify opportunities for efficiency improvement
Ability to manage multiple projects concurrently
Monitor KPIs and team performance
Develop and implement travel initiatives, including managing supplier relationships and setting program objectives
Ensure compliance with university policies and regulations, as well as all applicable federal and state laws
Develop and maintain relationships with external vendors and partners, including travel agencies, hotels, and transportation providers
Collaborate with campus departments and organizations to support and promote university travel programs
Coordinate and collaborate with other Financial Services units to develop and deliver training content and communications to campus
Responsibilities
Disclaimer
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Job Responsibilities
Forecasts, develops and implements policies and procedures in the areas of customer service, staff management and budgetary goals and objectives that are consistent with University of Utah’s policies.
Markets and promotes new and existing programs and services to internal and external customers.
Participates in University-wide committees to establish customer service standards and administrative plans and policies.
Facilitates cooperative and collaborative community and institutional relationships.
Ensures customer satisfaction by analyzing complaints, concerns and suggestions and providing appropriate follow-through.
Develops departmental strategies consistent with the assigned departments continuous quality improvement program.
Ensures competency of staff through the development and/or presentation of educational programs and through on going staff performance evaluations.

Problem Solving
Often selects from a predetermined list of alternatives and sometimes recommends or changes policy and procedure based upon amount of discretion given by department. Problems would be referred to superior based upon predetermined guidelines set by the department.
Minimum Qualifications
Bachelor’s degree in a related area or equivalency (one year of education can be substituted for two years of related work experience). Four to six years of progressively more responsible management experience. Background knowledge of hiring department’s area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors. Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates and to ensure the smooth operation of department. Master’s degree in a related area may be preferred.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
SAP Concur experience, and experience providing customer support in a high-volume business critical SaaS environment
Type Benefited Staff
Special Instructions Summary
Additional Information
The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.