Job Description

The Head of Program Delivery serves as the Global Program Owner for a strategic customer’s Candidate Travel Program, providing executive-level ownership, quality assurance, team leadership and accountability across all regions. This senior leadership role ensures consistent program execution, strong stakeholder alignment, continuous efficiency gains through automation, and positions Direct Travel as a trusted strategic partner to the customer’s recruiting organization.

Core Responsibilities:

• Global Program Ownership & Delivery: Own end-to-end delivery of the customer’s Candidate Travel Program for the US region ensuring consistent execution and brand alignment
• Executive Stakeholder Management: Maintain executive-level alignment with Customer on program performance, scope, evolution, and strategic initiatives; serve as the primary non-agent escalation point for critical candidate, stakeholder, or delivery issues
• Program Governance: Lead program governance including SLA oversight, risk management, service monitoring, and policy adherence; ensure strong alignment and coordination between Program Management, Account Management, Operations, and Technology (Juno/Avenir)
• Strategic Performance Management: Drive quarterly efficiency reviews, tying automation adoption to reduced manual effort and long-term cost optimization; establish and monitor KPIs and SLAs across all regions
• Program Evolution & Change Management: Sponsor and guide program changes as Customer's hiring volumes, locations, or policies evolve; identify opportunities for innovation and service enhancement
• Leadership & Team Alignment: Provide strategic direction and mentorship to Regional Senior Program Managers; ensure clarity of roles, accountability, and cross-functional collaboration
• Reporting & Business Intelligence: Prepare executive summaries, business reviews, and strategic recommendations for Customer stakeholders; communicate program health, risks, and opportunities

Success Measures

• Program-wide SLA performance achievement and trend improvement
• Customer Satisfaction (CSAT) scores and stakeholder feedback
• Reduction in escalations and manual intervention over time
• Customer stakeholder confidence, renewal readiness, and contract expansion
• Automation adoption rates and efficiency gains (cost per candidate, processing time reduction)
• Regional team performance and retention

Required Qualifications

• • 10+ years of corporate travel account management, program management, or operations leadership experience
  • 5+ years managing global customer programs with multi-regional complexity
  • Demonstrated experience with travel industry automation, workflow management systems, and data analytics
  • Strong executive communication and presentation skills; ability to influence at C-suite level
  • Advanced proficiency in MS Office (Excel, PowerPoint, Word) and CRM platforms
  • Ability to work across time zones and manage global stakeholder expectations
  • Excellent problem-solving, strategic thinking, and decision-making capabilities under pressure
  • Bachelor's degree in Business, Operations, or related field preferred

Preferred Qualifications

• Experience with Customer service and large enterprise recruiting programs
• Knowledge of candidate travel and recruiting platforms preferred
• Project Management Professional (PMP) or similar certification
• Background in business travel policy, mobility, or relocation services
• Experience leading cross-functional teams across multiple vendors and geographies
• Bilingual is ideal, Spanish preferred