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Travel Technology
Operations Specialist
The opportunity
The Travel Technology Operations Specialist supports technology and AI initiatives across the Travel, Meetings & Events (TME) portfolio. Acting as the operational representative and communication bridge between Enterprise Technology (ET), business subject matter experts (SMEs) and delivery teams, the role ensures operational realities, business impacts and market-specific considerations are understood throughout the solution lifecycle.
Working across ET, project teams, local Travel Managers and operational stakeholders, the role translates operational expertise into clear, actionable input for technology teams and communicates solution direction, impacts and decisions back to SMEs. This two-way coordination helps ensure travel technology and AI solutions are practical, well-informed, supportable and fit for purpose once live.
Key responsibilities
Operational representation
- Provide operational insight and business context throughout Travel Technology and AI solution delivery.
- Help delivery teams understand travel processes, market variations, user impacts and support considerations.
- Coordinate the collection, organisation and validation of operational content from SMEs to support knowledge bases used by AI-enabled travel solutions.
- Identify operational risks, dependencies and practical constraints, and raise them with the project team.
Stakeholder and SME coordination
- Act as the primary communication bridge between ET, delivery teams and business and operational SMEs.
- Identify and engage the appropriate SMEs, coordinating their participation in workshops, walkthroughs and validation activities.
- Translate operational knowledge into clear, structured input for technology teams and communicate technical direction, decisions and impacts back to SMEs in accessible business language.
- Engage traveler user groups early to validate strategy and proposed deliverables, gathering feedback to inform decision-making, prioritization and delivery planning.
- Maintain clear information flows, decisions and follow-ups so ET and project teams can access the operational expertise needed to inform their work.
Operational review and validation
- Review proposed solutions from an operational perspective, including process impacts, market considerations and support implications.
- Provide clear operational feedback and recommendations without owning requirements, functional design or technical decisions.
- Confirm that key operational assumptions are practical and scalable.
Deployment and stabilisation support
- Support deployment readiness by confirming that operational impacts have been identified and relevant stakeholders engaged.
- Provide local Travel Managers with the operational input needed to support market communications and engagement.
- Gather post-go-live feedback, provide business context for issue assessment and identify improvement opportunities.
Scope
In scope: Travel-specific TME tools and automations, non-Concur travel integrations, AI-enabled travel solutions owned by TME Innovation, coordination of operational content for AI knowledge bases, and related travel ecosystem technology.
Out of scope: Concur ownership or support; business analysis; requirements or functional documentation; process or solution design ownership; technical architecture; project budgets, timelines or governance; formal ownership of communications, training or change management; and technical ownership of AI platforms or knowledge-base architecture.
Skills and experience
- Experience in corporate travel, travel operations, business operations or a technology-enabled service environment.
- Strong communication, stakeholder management, coordination and relationship-building skills, with the ability to bridge technical and operational audiences.
- Ability to understand complex operational processes and translate risks, impacts and business knowledge into clear, structured information.
- Experience working across functions, markets and cultures in a global environment.
- Practical problem-solving skills and the confidence to challenge assumptions constructively.
- Experience supporting technology implementation, operational change, knowledge management or continuous improvement is desirable.
- Knowledge of corporate travel technology, AI-enabled solutions, Travel Management Companies or the wider supplier ecosystem is desirable.
What success looks like
- ET, delivery teams and the right operational stakeholders and SMEs are connected at the right time, with clear two-way communication.
- Operational risks, impacts and market considerations are identified early, translated appropriately and communicated clearly.
- Operational knowledge is collected, validated and organized to support accurate, maintainable knowledge bases for AI-enabled solutions.
- Solutions are practical, supportable and aligned to operational needs.
- Local Travel Managers receive accurate operational input to support market engagement.
- Post-go-live feedback and lessons learned inform future improvements.
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