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

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.

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

Manager Operational Excellence

Key skills