Director, Service Strategy Optimization
About The Position
In this role, you will focus on end to end design and definition of operational and technology transformation initiatives that drive productivity, cost efficiency, and the reinvention of how our operational teams work. You will partner with internal Operations leaders, frontline teams, and Technology to define business requirements, translate operational needs into scalable solutions, and ensure effective implementation of tools, processes, and services. This position plays a critical role in shaping the future state of operations by reimagining workflows, enabling technology adoption, and delivering measurable improvements across productivity, quality, and cost.
Requirements
- Subject matter expert in Travel Management Operations, Call Center principles, and Automation/Technology
- Demonstrated leadership and/or managerial experience
- Demonstrated competency in MS Office tools, Word, PowerPoint, Excel - Access, MS
- Ability to apply technology as an enabler to process improvement
- Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
- Ability to lead - setting direction, developing teamwork and collaboration, and achieving results through others
- Excellent oral and written commercial English communication skills
Responsibilities
- Identify, execute, and sustain improvements in operational processes to increase productivity and reduce costs
- Analyze operational performance data, including productivity metrics and contact volumes, to identify root causes and improvement opportunities
- Track and measure results of operational improvements including ROI analysis; ensuring visibility of gains in productivity and cost performance
- Identify opportunities to improve productivity through the adoption, optimization, or enhancement of operational tools and services
- Partner with Operations leadership and cross functional teams to design and prioritize process improvements
- Drive standardization and continuous improvement across regions and operational teams
- Serve as liaison point between Operations, CCS, CSS, IPCM, PPD
Benefits
- Flexible working hours
- work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days
- A compensation package that feels fair to you
- mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
