Job Description

The Program Specialist delivers high-quality, responsive candidate support while monitoring workflows and serving as the first line of program-level issue identification. This front-line role is essential to maintaining a positive candidate experience and ensuring issues are surfaced early for resolution.

Core Responsibilities

• Candidate Support: Provide day-to-day candidate support via approved channels (email, platform messaging, phone); respond to routine inquiries, questions, and requests within defined SLAs
• Workflow Monitoring: Monitor Juno workflows for exceptions, missing data, delays, or candidate-initiated questions; flag issues for escalation to Program Managers
• Issue Identification & Escalation: Serve as the first line of program-level issue identification; escalate non-standard, high-risk, or complex issues to Program Managers or Senior Program Managers with clear documentation
• Candidate Readiness: Confirm candidate information (travel dates, interview details, policy eligibility) and ensure readiness for upcoming travel; proactively reach out to candidates with missing information or concerns
• Post-Trip Follow-Up: Support post-trip follow-up activities including feedback capture, expense reconciliation, and issue closure; ensure positive candidate experience through the entire journey
• Service Quality: Maintain a service-oriented, brand-aligned candidate experience; represent Direct Travel and Customer positively in all interactions
• Data Accuracy: Maintain accurate candidate records and ensure data integrity in systems; update candidate information as needed
• Communication: Provide clear, timely, and professional communication to candidates; manage expectations and keep candidates informed of travel arrangements and any changes
• Continuous Improvement: Identify opportunities for process improvements and contribute feedback to Program Managers; participate in team training and knowledge-sharing

Success Measures

• SLA response compliance (email, messaging, phone response times)
• Candidate satisfaction and issue resolution quality
• Clean escalation handoffs and documentation
• Accuracy of candidate information and data entry
• Low rate of recurring or preventable issues
• Positive feedback from candidates and internal stakeholders
• Attendance and reliability

Required Qualifications

• Bachelor's degree or equivalent
• 4+ years of customer service, operations support, or travel industry experience
• Strong written and verbal communication skills
• Ability to manage multiple tasks and priorities simultaneously
• Intermediate proficiency in MS Office (Word, Excel, email)
• Attention to detail and commitment to accuracy
• Professional demeanor and strong interpersonal skills
• Ability to remain calm and professional under pressure
• Reliability and strong work ethic

Preferred Qualifications

• Experience with travel management companies or travel operations
• Familiarity with CRM or ticketing systems
• Background in recruiting operations or candidate support
• Knowledge of travel policies and procedures
• Experience with workflow management or automation platforms
• Spanish fluency preferred

Qualifications

• College degree preferred
• Minimum of (5) years of experience in event planning/operations and travel
• CVENT experience (minimum 2 years)
• Quick learner-gets up to speed on systems/processes
• Experience with client invoicing, vendor payments, and company credit card reconciliation
• Highly skilled in time management to facilitate involvement in multiple projects
• Possess strong verbal and written communication skills
• Proficiency in Microsoft Suite, Google Suite, Adobe, Teams
• Knowledgeable in video conferencing platforms such as Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools 
• Professional manner and appearance
• Demonstrates the ability to think critically and strategically to anticipate opportunities and challenges
• Be able to actively listen, have the capability to instill confidence in clients and colleagues, and present information with confidence 
• Must be able to take direction and work well with others
• Must be able to concentrate and perform accurately while meeting applicable productivity measures
• Must be able to manage changes proactively and manage tasks as assigned
• Must be able to lawfully work within the US and have unrestricted work authorization for US
• CMP or other Industry Certification
• Prior experience working for a TMC
• Strategic thinker