VP- Business Operations

Overview

 

 

 

Nexion Travel Group is a fully accredited host agency, offering membership to independent travel professionals since 1995. As part of Internova Travel Group, Nexion Travel Group provides ticketing, operations and fulfillment support to independent travel professionals coupled with best-in-class tools, technology, marketing, education and support. Nexion Travel Group is the complete host agency for multi-agent agencies, corporate agencies, experienced agents and those new to the industry. For more information about Nexion, click here.

 

Responsibilities

Nexion Travel Group, a leading host agency in the travel industry, is seeking a visionary and results-driven Vice President of Business Operations to lead the intersection of technology, innovation, and operational excellence. This key executive will be responsible for enhancing business systems, streamlining processes, driving operational efficiency, and championing continuous improvement initiatives across the organization. The ideal candidate will blend strong technical acumen with business strategy to ensure scalable growth and a superior experience for our travel advisor community and internal stakeholders.

 

Technology & Innovation Leadership

• Act as a strategic liaison between operations and the broader technology team to: - Define, prioritize and develop technology initiatives based on business needs and impact, - Identify and allocate required resources, - Evaluate and communicate budget implications, and - Assess return on investment (ROI) for new and existing solutions
• Lead the integration, optimization, and strategic use of technology—including AI, automation, and business intelligence tools—to improve efficiency, scalability, and the overall advisor experience.
• Oversee the effective use of platforms such as Salesforce, Power BI, and other enterprise systems to drive data-informed decision-making and real-time operational visibility.
• Collaborate with internal stakeholders to align technology investments with company goals, advisor expectations, and service standards.
• Stay at the forefront of travel and tech industry trends, proactively introducing innovative, forward-thinking solutions that drive competitive advantage and elevate the advisor and partner experience.

Operational Efficiency & Process Improvement

• Analyze, design, and implement streamlined workflows across departments to improve accuracy, speed, and productivity.
• Lead cross-functional initiatives focused on reducing friction, improving service levels, and enhancing operational alignment.
• Establish and refine performance metrics and KPIs to measure and improve business outcomes.

 Program & Project Management

• Create standardized documentation aligned with development, business analysis, quality assurance and project management best practices.
• Provide project management for strategic technology programs and special projects
• Evaluate financial impact of new projects, balancing cost-effectiveness and ROI.
• Create and socialize project proformas and budgets for visibility and approvals

Advisor & Partner Experience

• Lead the needs analysis and design of advisor workflow solutions
• Collaborate with service and training teams to ensure advisors receive consistent and effective support across all touchpoints.
• Maintain oversight of the Nexion Advisor Member Handbook, ensuring content remains current and aligned with evolving policies and tools.
• Address and manage high-impact escalations related to fraud, compliance, and advisor issues in partnership with internal teams and legal counsel. 

Technology-Enabled Service Center Oversight

• Provide leadership over systems and tools supporting small service centers, including ACD structures, SLAs, and resource forecasting.
• Develop workforce optimization models and manning strategies based on service drivers and business demand. 

Vendor and Partner Relations

• Establish and manage relationships with key technology vendors and partners.
• Work with the IT team to validate vendor contracts to ensure favorable terms, service levels, and access to cutting-edge solutions.
• Collaborate with external partners to co-develop and integrate advanced technologies.

Team Leadership & Development

• Lead, mentor, and grow high-performing teams to foster innovation and collaboration.
• Promote continuous learning, career development, and employee engagement.
• Cultivate a culture of e