Director Travel Sales & Branch Operations
AAA Hoosier Motor Club
On-site
Indianapolis, Indiana, United States
ABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Corporate Incentive Plan (CIP)
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Service Anniversary Recognition.
- Free AAA Plus Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Position Summary:
The Director of Travel Sales & Branch Operations is responsible for leading, managing, and growing the organization’s travel sales performance while ensuring operational excellence across retail branch locations. This role oversees strategic planning, sales execution, service delivery, and operational standards to achieve revenue, customer satisfaction, and efficiency goals. The Director will develop and implement strategies that strengthen the organization’s market position, enhance customer loyalty, and optimize branch performance.
Duties and Responsibilities:
Leadership & Strategy:
• Lead the transformation of the travel business from legacy operations to a modern, digital-forward travel experience.
• Develop and execute an innovative and comprehensive sales strategy for travel products and services across all sales channels (branch, online, call center).
• Collaborate with senior leadership to align travel strategy with overall organizational growth goals and membership value.
• Drive a culture of accountability, high performance, and continuous improvement across all branch and travel teams.
Sales & Revenue Growth:
• Identify new revenue streams through exclusive travel packages, cross-sell strategies with membership and insurance, and curated travel experiences.
• Partner with marketing to implement high-impact, data-driven campaigns that drive lead generation and member engagement.
• Use customer and performance data to optimize offers, segment audiences, and measure ROI on campaigns.
• Build and maintain high-value relationships with travel vendors, tour operators, and key partners.
• Monitor travel sales performance, identifying trends and opportunities for revenue growth.
• Implement targeted marketing and promotional campaigns in partnership with marketing teams.
• Develop sales training programs to enhance staff product knowledge and sales skills.
• Build and maintain relationships with travel vendors, tour operators, and other key partners to maximize revenue potential.
Branch Operations:
• Oversee daily operations of retail branches with a focus on operational excellence, cost efficiency, and service quality.
• Modernize in-branch experiences and integrate technology that enhances both employee workflow and customer service.
• Ensure facilities, equipment, and systems support the optimal member experience.
• Implement operational best practices, technology solutions, and continuous process improvements.
Talent Development:
• Recruit, develop, and mentor branch managers, travel consultants, and support staff.
• Conduct regular performance reviews, set clear objectives, and provide coaching for improvement.
• Foster a positive, collaborative environment that promotes professional growth.
Customer Experience & Brand Standards:
• Reinvent the travel customer journey by blending personalized service with digital convenience.
• Deliver a consistent, high-quality customer experience aligned with AAA’s brand promise.
• Address escalated customer concerns with urgency and strategic resolution.
• Use member feedback to guide service enhancements and innovation.
P&L Ownership & Operational Efficiency:
• Take full ownership of Travel P&L, drive profitability and strategic investment decisions.
• Improve cost structure through smart staffing models, automation, and vendor negotiations.
Supervisory Responsibilities: This position has direct supervisory responsibilities
Physical Effort and Travel:
1. Typically sitting at a desk or table
2. Intermittently sitting, standing, and stopping
3. Occasional lifting of up to 25 lbs.
4. Office-based with frequent travel to retail branches & partner locations
5. Occasional national travel for industry conferences, vendor meetings, and training events
Education and/or Experience Requirements:
Education:
Bachelor’s degree in business, hospitality, tourism, or related field required; equivalent combination of education and experience will be considered.
Experience:
• 7+ years in travel sales and retail operations with at least 3 years in a senior leadership role
• Strong understanding of travel industry trends, products, and vendor relationships
• Demonstrated ability to lead multi-location teams and drive sales performance
• Proven operational management skills, including budgeting, staffing, and process improvement
• Exceptional interpersonal, communication, and negotiation skills
• Proficiency with CRM, POS, and travel booking systems
Skill Requirements:
Strategic Vision & Innovation
Purposeful Leadership
Customer-Centric Approach
Change Management
Digital Mindset & Data Fluency
Operational Excellence & Business Acumen
Accuracy - Ability to perform work accurately and thoroughly.
Active Listening - Ability to actively address, convey, and understand the comments and questions of others.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Communication, Written - Ability to communicate in writing clearly and concisely.
Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
Detail Oriented - Ability to pay attention to the minute details of a project or task.
Financial Aptitude - Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions.
Goal Oriented – Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals.
People Skills – Ability to maintain confidentiality. Ability to remain open to others’ ideas and exhibit willingness to try new things.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully.
Reliability - ability of the individual to be dependable and trustworthy.
Working Under Pressure - Ability to complete assigned tasks under stressful situations.
The above statements are intended to describe the general nature, level and work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.”