Manager Operations
About The Position
The Operational Excellence Manager, Customer Experience & Enablement provides hands on functional leadership to Program Management, Operational contacts, Sales and the Client Retention teams. Positioned at the intersection of these teams, the Operational Excellence Manager galvanizes key resources in to ensure an exceptional customer experience. This role’s focus it to drive operational excellence, client satisfaction, and continuous improvement through thoughtful focus on people, processes, and technology. This leader serves as a key partner to Sales and Account teams—bringing a consultative, operational perspective to client engagements, sales pursuits, renewals, and executive business reviews ensuring tailored solutions. Proactively identifying operational risks, this role supports service recovery, and drives clear, timely action during periods of change or client escalation.
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
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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
