Business Services Program Specialist

This is a Full Time Job

Job Description

Who We Are

The Role

Global Operations is seeking a highly organized, service-oriented Global Business Services Program Specialist to support two of the company's most visible employee-facing programs: Corporate Travel and Employee Ticketing & Experiences.

Reporting to the Head of Global Travel Program, this role services the day-to-day administration of both programs, ensuring exceptional service delivery, timely execution, effective communications, and continuous program improvement. The specialist will partner with employees, executive assistants, business leaders, vendors, and cross-functional teams to deliver seamless experiences while maintaining operational excellence.

This role combines operational execution with program coordination, communications, training, analytics, and process improvement. The successful candidate will be proactive, customer-focused, highly organized, and comfortable managing multiple priorities in a fast-paced environment.

Both travel and ticketing are highly visible, employee-facing services - flexibility to support evening and weekend requests is expected.

Key Responsibilities

Employee Ticketing & Experiences (40%)

Coordinate the administration of CAA's employee ticketing and hospitality programs.
• Manage daily ticket requests, allocations, and distributions across multiple venues and events.
• Serve as the subject matter expert for ticketing platforms, venue portals, and distribution processes.
• Support suite hospitality logistics, including food and beverage orders.
• Partner with business units to manage ticket requests, approvals, and communications.
• Maintain ticket inventory and prepare utilization reporting.
• Support venue contract administration and renewal tracking.
• Promote employee experiences through timely and engaging program communications.
• Respond to urgent ticketing requests with professionalism, discretion, and accuracy.
• Provide evening and weekend support during high-demand events, ticket releases, and other business-critical periods.

Corporate Travel Program (40%)

Support the administration and ongoing evolution of CAA's global travel program.
• Serve as a point of contact for employee travel support and program inquiries.
• Coordinate traveler profile creation, guest traveler requests, delegate and executive assistant access, and account administration.
• Assist with travel policy communications, employee education, procedures, and program updates while promoting traveler awareness and compliance.
• Support the development and maintenance of travel reporting, dashboards, and program analytics.
• Monitor shared program inboxes and ensure timely, accurate, and customer-focused responses on employee requests.
• Identify opportunities to improve the traveler experience, streamline operational processes, and improve program efficiency.
• Partner with internal stakeholders, the travel management company (TMC), and travel suppliers to support day-to-day program operations and service delivery.
• Maintain program documentation, standard operating procedures, and knowledge resources to ensure consistency and operational excellence.

Training, Communications & Program Engagement (20%)

Drive employee awareness, adoption, and engagement across both programs.
• Coordinate onboarding and training for employees, executive assistants, and new managers to promote successful program adoption.
• Develop, maintain, and continually enhance training materials, FAQs, user guides, knowledge resources, and standard operating procedures.
• Create and manage employee communications related to program enhancements, policy updates, new initiatives, and available resources.
• Plan and coordinate engagement initiatives that increase awareness, utilization, and satisfaction with Travel and Employee Experience programs.
• Prepare presentations, executive summaries, dashboards, and recurring reporting to support management decision-making and program performance.
• Support change management efforts related to new systems, policies, and operational enhancements, ensuring a seamless employee experience.
• Identify opportunities to streamline processes, improve operational efficiency, and enhance the overall employee experience through continuous improvement.
• Support strategic initiatives and special projects and enterprise-wide programs across the Global Operations organization.

Requirements
• Bachelor's degree preferred.
• 3–5 years of experience in operations, travel, hospitality, events, employee services, program coordination, or a related field.
• Exceptional organizational and time management skills with the ability to manage multiple priorities simultaneously.
• Outstanding customer service and relationship management abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail and follow-through.
• Demonstrated ability to exercise sound judgment and work independently.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Office, including Excel and PowerPoint.
• Experience with travel management systems, ticketing platforms, or event management technology is preferred.

What Success Looks Like

In this role, you'll be successful if you:
• Deliver an exceptional employee experience.
• Build trusted relationships across all levels of the organization.
• Are highly organized, responsive, and dependable.
• Thrive in a fast-paced environment with shifting priorities.
• Anticipate needs and proactively solve problems.
• Balance operational excellence with strategic thinking.
• Communicate professionally and confidently.
• Continuously seek opportunities to improve processes and service delivery.