Position Overview

The Program Specialist Candidate Travel 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 multiple service 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 preferred
- 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

About Direct Travel

Our growing company relies on excellence to deliver on our commitments to our customers. This starts with our employees. Our inclusive culture encourages entrepreneurial spirit empowering employees to build strong, long-lasting relationships with our clients and deliver cutting-edge solutions. Direct Travel is one of the most respected Travel Management Companies in the industry providing our customers with smart consultation, tailored solutions and a true partnership. Our specific focus on the mid-market means our travel experts deliver personalized service to every client.

Additionally, Direct Travel offers full-service performance improvement solutions, including meeting and event management, group incentive travel and individual recognition solutions through its wholly owned subsidiary Creative Group, Inc. An industry leader, Creative Group has been honored with the CMI 25 Award, which recognizes the top 25 most influential meeting and incentive management companies in the US each year since the award's inception in 2007. The company is headquartered in Schaumburg, Illinois and maintains offices in Detroit, Appleton, San Francisco and Toronto. For more information about Creative Group, please visit www.creativegroupinc.com.

Together we will help our clients Navigate Their Way and Create Truly Moving Experiences. For more information, visit www.dt.com. Follow us on Twitter, YouTube and LinkedIn.

📌 Program Specialist (India)
🏢 Direct ATPI
📍 India