Manager Operational Excellence
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Job Description
Operational Excellence Manager leading the Customer Experience & Enablement teams at BCD Travel. Driving operational excellence and client satisfaction through effective management and technology use.
Responsibilities:
- Manage customer success and operational excellence outcomes, ensuring high quality service delivery that drives client retention, employee engagement, and sustainable business growth
- Serve as the main point of contact for complex client issues, leading recovery efforts and managing response protocols for at-risk accounts through performance trend risk identification then implementing improvement steps to prevent recurrence
- Reduce recurrence of service issues by translating escalations, client feedback, and root cause analysis into sustainable operational improvements
- Monitor overall operational processes and the commercial relationship with the customer, provide and implement suggestions for improvement
- Ensure operational governance, quality management, and control processes are implemented, documented, and operating effectively
- Guarantee compliance with company policies, governance standards, and applicable regulatory requirements
Requirements:
- Extensive corporate travel experience involving managing customers, teams and/or process
- Knowledge of travel agency operations, account management, and sales knowledge
- Experience with word processing, spreadsheets, presentation and email software
- Thorough knowledge of BCD Travel technology, products, and services
- Excellent written and verbal communication skills in English.
Benefits:
- Flexible working hours and work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days so you can rest and recharge
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
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