Lead, Travel Operations

Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities, and ideas of those who work and shop with us. Come join us as we continue our diversity, equality and inclusion journey!

GENERAL PURPOSE:

The Travel Operations, Lead will manage the operational logistics of Ross' Travel and Corporate Card Programs by providing support, resolutions, policy guidance and recommendations to Ross' executives, administrative assistants and associates at various levels. This role will focus on the operational and administrative components of Ross' travel and card programs including but not limited to airline, car rental, lodging, chauffeured transportation, rail, corporate card, online booking tool services and all aspects of the corporate credit card program.

Additional responsibilities will include partnering with the Sr. Manager, Travel, with Meeting Management to explore and assess opportunities with emerging suppliers; managing, editing and distributing reports across multiple systems and travel categories, while supporting associates with travel-related issues and providing high touch support to executives and EA's.

ESSENTIAL FUNCTIONS:

• Customer Service and Customer Engagement
o Executives and EA's - Provide high-touch assistance and recommendations in support of executive travel
o General Travelers - Provide resolution and customer support to include filtering questions from internal associates and assisting with travel-related inquires
o Partner with Sr. Manager in holding regular touchpoint meetings with the company's administrative teams

• Travel Policy and Compliance
o Responsible for Ross associate questions concerning Ross' Corporate Travel Policy and expense reimbursement. Conduct research necessary to understand and document matters that need further resolution
Ensure Travel Policy and other Ross travel documents are kept up to date and posted on Ross internal sites, i.e. RossLink
o Responsible for compliance functions of the online booking tool.
Research all travel violations and provide guidance to admins and/or travelers to correct any applicable violations
Communicate policy exception requests, provide recommendations, and collaborate with Sr. Travel Manager to resolve
Ensure maintenance of associate hierarchy files for booking tool and reporting

• Reporting
o Prepare and analyze reports across multiple systems and categories, including but not limited to:
Travel Policy exception reports
Corporate credit card delinquencies and audits
o Prepare ad-hoc reports as needed / requested
o Analyze basic travel patterns/bookings and recommend appropriate actions to drive/change traveler/arranger behavior

• Corporate Credit Card and Booking Tool Administration
o Ross Corporate Card Program management
Responsible for the application process
Analyze monthly delinquency reports and make recommendations to department heads, if applicable
o Direct Bill travel accounts and Central Travel Card administration
Managing the reconciliation process for all travel related needs
o Online Booking Tool administration
Responsible for the management of Company's online booking system
Assist with travel reservations or special requests

• Meeting Management
o Meeting Planning - Liaison between Ross and Ross' designated travel agency for large corporate-sponsored events (e.g. Magic, Off-Price, Field Leadership Meeting, Annual HR Meeting; etc.)
Review and analyze past bookings to build the applicable room inventory for various events
Coordinate and communicate booking instructions, as well as, cancellation restrictions with arrangers and travelers
Manage room inventory and cancellation deadlines
Create and distribute meeting communications and updates as requested
Partner with internal owner (point of contact) to manage and monitor booking process from beginning through the completion of the group
Facilitate the sourcing of hotels and ground transportation

COMPETENCIES:

• Adaptability

• Initiative

• Planning and Organizing

• Dependable

• Communication

• Results-Oriented

• Customer Service

• Technical Competence

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• Bachelor's degree, or equivalent work experience

• 5 + years of experience in the Travel industry (Corporate Buyer, Travel Management Companies or Air, Car and Hotel Suppliers) with experience in:
o Working with travel suppliers in categories including, but not limited to, air, hotel, ground and ancillary services
o On-line booking tools and data reporting systems

• Exceptional customer service skills

• Excellent written and verbal communication skills, as well as interpersonal skills with the ability to communicate clearly and effectively with organizational awareness and sensitivity

• Exceptional organizational and project management skills with the ability to work under pressure and multi-task in a fast-paced environment

• Exemplary time management with the ability to prioritize tasks and meet deadlines

• Proactive, takes initiative, and the ability to work well independently

• Meticulous attention to detail

• Outstanding problem-solving skills

• Technically savvy and computer literate with advanced PC skills

• Demonstrated proficiency in Microsoft Office (Excel, PowerPoint and Visio) with intermediate Excel experience (v-Lookups, pivot tables, and other intermediate functions)

• Proficient mathematical and analysis skills

• Ability to analyze and synthesize large amounts of data and identify key trends and variances

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.
This role requires regular in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.

SUPERVISORY RESPONSIBILITIES:

none

DISCLAIMER
This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

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