Director of Travel Operations

Make a Career Out of Your Passion for Travel

Join RSI Vacations, a trusted leader in travel fulfillment and concierge-level customer service for over 20 years. We proudly serve more than 300,000 private members, creating exceptional travel experiences through outstanding service and operational excellence.

As we continue to grow, we're looking for a results-driven, strategic, and people-focused Director of Travel Operations to lead our Asheville-based Travel Operations team. If you're passionate about developing high-performing teams, driving measurable results, and delivering exceptional customer experiences, we'd love to meet you.

Position Overview

The Director of Travel Operations will oversee the daily performance of our Travel Managers and Travel Agents while ensuring operational excellence across the department. This role requires a strong leader with extensive travel industry knowledge, experience managing vendor relationships, and the ability to drive performance through measurable KPIs, coaching, and accountability.

Success in this role is measured by customer satisfaction, operational efficiency, revenue growth, and the team's ability to consistently exceed performance goals.

Key Responsibilities

Team Leadership: Guide and support Travel Managers and Agents to meet and exceed performance goals through hands‑on coaching, training, mentorship, and accountability.

Performance Management: Establish, monitor, and analyze KPIs to measure individual and team performance, identify opportunities for improvement, and ensure operational goals are consistently achieved.

Operational Excellence: Analyze reports, metrics, and workflows to streamline processes, improve efficiency, and drive productivity while maintaining exceptional service standards.

Vendor Relationship Management: Build and maintain strong relationships with travel vendors and partners, ensuring high‑quality service, effective issue resolution, and mutually beneficial partnerships.

Strategic Collaboration: Partner with the Teams Director and executive leadership to develop and implement strategies that enhance customer service, improve operational performance, and support company growth.

Daily Engagement: Lead energizing staff meetings to communicate updates, celebrate achievements, reinforce company goals, and keep the team focused on key priorities.

Customer-Centric Problem Solving: Quickly and professionally resolve escalated member concerns with empathy and accuracy.

Performance Oversight: Set clear expectations, conduct evaluations, and provide constructive feedback to promote individual and team success.

Decision-Making: Take initiative and act decisively to address operational challenges and improve outcomes.

Requirements

• Proven experience in team management, with the ability to motivate and lead others effectively
• Solid background in the travel industry, with a deep understanding of industry operations and customer needs
• Strong communication and interpersonal skills, with the ability to guide and inspire teams
• Experience coaching teams to consistently achieve and exceed performance goals.
• Adaptability to work both on‑site and remotely when needed
• Ability to work independently while leading multiple priorities in a fast‑paced environment.

Schedule & Availability

• Monday – Friday: 8:30 AM – 5:30 PM
• Evening Support: Availability to work one or two nights per week until 8:00 PM