Provide front-line candidate support for corporate travel programs: respond to inquiries, monitor workflows, identify and escalate issues, confirm travel readiness, reconcile expenses, maintain accurate records, and suggest process improvements.
Job Summary & Responsibilities
Position Overview
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
Direct Travel San Francisco, California, USA Office
San Francisco, United States
Direct Travel San Jose, California, USA Office
San Jose, United States
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