Director of Operations

Position Overview A workforce lodging and logistics company is seeking a hands-on Director of Operations to strengthen daily execution, develop management coverage, and support dependable service as business needs evolve. The role covers the contact center, reservations, hotel procurement, and client operations, including mission critical lodging, emergency response, and government agency support. This Director must learn and personally perform the work, manage the team, and independently lead daily operations when other managers are unavailable. Initial training focuses on contact center operations, reservations, and procurement, followed by client onboarding, account management, and broader operational leadership. Contact Center and Reservation Operations · Lead daily service across phone, email, chat, and reservation queues, with clear ownership of requests, deadlines, and unresolved issues. · Personally process lodging requests, quotes, bookings, rooming lists, confirmations, extensions, changes, cancellations, relocations, and urgent guest issues. · Manage staffing, schedules, attendance, workload allocation, shift handoffs, and the on-call rotation to support service around the clock. · Monitor call routing, missed calls, response times, open requests, and service commitments. Adjust coverage and priorities when demand changes. · Review transaction accuracy and customer interactions, coach staff, resolve escalations, and ensure each shift hands off complete and current information. Hotel Procurement and Vendor Management · Personally source and qualify hotels, confirm availability, negotiate rates and terms, prepare quotes, and secure lodging within client requirements and approved margins. · Review room standards, location, cancellation terms, payment arrangements, and reservation deadlines before commitments are made. · Prioritize direct billing, coordinate approved payment arrangements with Accounting, and document exceptions requiring management approval. · Manage hotel relationships, availability shortfalls, service failures, disputed charges, and alternate accommodations. Maintain current vendor terms and sourcing records. Client Operations and Account Continuity · Learn account requirements, contacts, pricing arrangements, service commitments, reporting schedules, and escalation procedures for assigned clients. · Coordinate mission critical lodging and logistics for emergency response teams and government agencies. Manage rapid mobilization, changing rosters, urgent sourcing, and continuity of accommodations during disruptions. · Manage the handoff from Business Development through onboarding and ongoing service. Confirm operational readiness before new work begins. · Follow agency and contract requirements, maintain deployment records, and provide timely status updates to authorized client contacts. Escalate capacity risks and service interruptions with recovery options. · Lead client status calls and service reviews as assigned. Address complaints, identify retention risks, and coordinate corrective action through resolution. · Maintain accurate account records and a current view of active reservations, room nights, pending requests, renewal dates, and client commitments. · Support account expansion and repeat business through reliable service, proactive follow-up, and coordination with Business Development. Team Leadership and Operational Coverage · Lead assigned staff and coordinate with existing managers. Set clear responsibilities, performance expectations, deadlines, and escalation authority with the CEO. · Recruit, onboard, train, coach, and evaluate contact center and procurement employees in coordination with HR and leadership. · Build a cross-training plan with named primary and backup owners for critical tasks. Verify proficiency through observed work and independent exec…

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