Director, Operations Training Development and Client Services

Summary/Objective:

API is seeking seasoned professional to join our company in the role of a­­­­ Director, Operations Training Development & Client Services. The position will be based in our headquarters office located in Melville, New York.  The Operations Center team has the responsibility to provide onsite 24 hours a day coordination and oversight of all client crew accommodation requests. The primary purpose of this position is to facilitate a robust training and development protocol which will provide support to the current API client base, as well as provide a stable platform for training enhancements and onboarding new clients.

The Director, Operations Training Development and Client Services is responsible for maintaining the core competency level of Operations Agents and improving their productivity. This position is also responsible for overseeing the On-Site Agent service protocol and ensuring it is followed properly. Additionally, the role will assess developmental needs to drive training initiatives, identifies, and arranges suitable training solutions for Operations agents.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proposes training, developmental programs and objectives.
• Conducts annual training and development needs assessment.
• Develops and monitors spending against the departmental budget.
• Develop and maintain On-Site Agent initiative.
• Establish and maintain effective communication with client functional departments to ensure client expectations are being met via On-Site Agent initiative.
• Perform quarterly on-site visits.
• Obtains and/or develops effective training materials utilizing a variety of media.
• Create training materials.
• Develop multimedia visual aids and presentations.
• Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development events and resources.
• Conducts follow-up studies of all completed training to evaluate and measure results.
• Modifies programs as needed.
• Monitoring staff performance and organizational processes.
• Collaborating with other stakeholders to enhance productivity and staff satisfaction.
• Investigating shortfalls, issues, and complaints in current business processes.
• Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives.

Competencies

• Problem Solving/Analysis
• Building Relationships
• Business Acumen
• Strategic Thinking
• Results Driven
• Leadership
• Customer Focus
• Managing Processes
• Communication Proficiency
• Proficient in the use of Microsoft Excel and PowerPoint

Supervisory Responsibility

Yes

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work may vary depending on the needs of the business.

Travel

This position requires travel.

Education and/or Experience

A bachelor’s degree (or its equivalent) preferred. Professional with Learning and Performance experience is preferred. Five years call center, airline operations control center or crew scheduling experience is required.

Knowledge/ Skills/Abilities

• Familiarity with traditional and modern training methods and techniques.
• Customer focus, objectivity, and dependability.
• The ability to use Careful, Measured Judgment and Decision Making; (Weighing the costs and benefits of a potential action; using discretion).
• Critical Thinking Abilities: (Using logic and analysis to determine strengths and weaknesses of a variety of solutions).
• Managing, Motivating, Developing, and Directing people in their work to best achieve common organizational goals. 
• Superior Communication Skills: Must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills.
• Able to Identify Problems, their Sources, and their Potential Solutions while continuing to successfully conduct day-to day operations without interruption.
• Strong working knowledge of one’s Field or Discipline in which they find themselves engaged on a daily basis.  Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this.
• Must be an individual who is able to build relationships between individuals and within the department.

Preferred Education and Experience

Bi-lingual is a plus.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.