Job Summary
The Senior Manager, Commission Strategy & Operations leads Choice Hotels' centralized commissions function responsible for Online Travel Agent (OTA), transient, and group commission billing and recovery. This role sets the strategic direction, builds scalable and accurate processes, and oversees execution to ensure timely, accurate, and predictable commissions recovery-directly impacting revenue performance across Choice's hotel portfolio. The leader serves as the organization's subject matter expert on commissions workflows, systems, third-party data flows, and vendor partnerships while mentoring a high-performing operational team.
Key Responsibilities
Strategic Leadership & Governance
Define the Centralized Commission Team (CCT) strategy, long-term roadmap, and KPIs aligned with commercial and financial objectives.
Translate strategy into standardized SOPs, case-management logic, monitoring tools, and aging thresholds.
Partner with Distribution, Billing, Finance, Global Sales, and key vendors (e.g., Expedia, Booking.com, Onyx) to improve upstream data quality and integrity.
Manage the relationship with Choice's third-party commission processing vendor, including ongoing assessment of vendor performance and strategic fit.
Operational Oversight
Oversee OTA, transient, and group commission recovery operations, ensuring process consistency and meeting SLA expectations.
Ensure data accuracy from reservation through payment collection.
Own reporting structures and dashboard transparency as the team transitions from siloed case management into unified operations.
Monitor core performance metrics including:
Case resolution rates
Aging inventory (90+ days)
Property suspension counts and duration
Transmission accuracy with OTAs and distribution partners
Financial recovery and revenue targets
Subject Matter Expertise
Serve as SME for internal billing workflows, transmission processes, and reconciliation systems related to commissions.
Diagnose and resolve systemic OTA or billing partner issues impacting timely or accurate payments.
Support OTA and Transient Relationship Leads with root-cause analysis and prevention of recurring issues.
Team Leadership
Lead, mentor, and develop Relationship Leads and Collections Leads, cultivating a high-performance culture.
Build a team environment rooted in accountability, analytics-driven decision making, and proactive issue resolution.
Model Choice's values and support cross-functional collaboration throughout the commercial organization.
Required Experience & Qualifications
10+ years in revenue operations, commercial operations, billing, collections, financial operations, or hotel distribution.
Deep understanding of OTA ecosystems, hospitality distribution, and third-party billing workflows.
Demonstrated success leading cross-functional operational teams and delivering large-scale process improvements.
Experience building dashboards, analytics, and case-management solutions such as Salesforce.
Proven ability to influence senior leaders and external partners.
Strong analytical, strategic planning, and systems-thinking capabilities.
Education
Bachelor's degree in Business, Finance, Hospitality, or related field or equivalent combination of education and work experience.
Salary Range
The salary range for this position is $123,663 - $145,486 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
Competitive compensation and benefits, including medical, dental, and vision coverage
Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
Financial benefits for retirement and health savings
Employee recognition programs
Discounts at Choice hotels worldwide
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves - the striver, the dreamer, the entrepreneur - because that's who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today - for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward - giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD - Located at Pike & Rose (https://pikeandrose.com/) , our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ - Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN - Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote - Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice's Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice's Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
