Accommodations Plus International · São Paulo, São Paulo, Brazil
**Who We Are** Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long\-term growth. Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results\-driven approach. Today, API’s platform powers over 18 million crew room nights each year for 100\+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time. At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters. If you’re looking to grow your career in a company that values steady progress, real impact, and long\-term development, we’d like to meet you! **Position Overview** The Director of Operations serves as the central voice from Operations on issues regarding optimal operational efficiency as related to policy and standards strategy, training and meeting client service initiatives within an Operations environment. This role is a key member of the Operations team that is dedicated to a customer\-focused work environment. The Director thrives when working on high profile, detail\-oriented projects that result in concrete outputs or outcomes and also enjoys interacting daily with people at different levels in the organization, influencing others without authority and is an effective leader whose personal values are in line with API’s company culture. **What You’ll Do** ****Essential Functions:**** **(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)** * Lead, grow and manage a team of Operations to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client. * Develops people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities. * Consistently provides team members guidance, goal setting and performance feedback on a regular basis. * Design, implement, and monitor quality training programs within operations. * Responsible for the development and implementation of Policy and Standards for the Operations department. * Maintains a Standard Operating Procedure Manual (SOP) content, ensuring that it is accessible, understandable and up to date. * Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations. * Define API’s Operations resource planning strategy and gain support at all levels of the organization using data, compelling business rationale, and personal influence and credibility. * Develop and direct the management of the company’s operations call center that will ensure fast booking, processing and communications to the client; accurate reporting, proper and timely reporting in a cost\-efficient manner. Implement improved processes and management methods to generate higher ROI and workflow optimization. * Ensures Client deliverables are met in accordance with service level agreements. * Assist with the development of strategic initiatives for client service improvements. * Partner with the Director of Client Delivery to analyze and evaluate the effectiveness of agent utilization and the execution of monthly plans to drive continuous process and agent utilization improvement. * Develop and direct the management of the customer call center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues. * Develop and direct the management of the information technology department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversee all company telecommunication systems and support. Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities and substantial ROI. * Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction. * Continually investigate and introduce process improvement measures and presents suggestions to EVP for consideration. * Participate in vendor negotiations to ensure product relevance and cost\-efficiency. * Fully understand the client’s business and ensure all del