Director, Service Strategy Optimization
Overview
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.
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
About You
- 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
- 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
What We Offer You
- 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
About Us
BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.
Get to Know Us
- Blog
What You’ll Be Offered
- 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
Salary Range
The salary range for candidates in applicable jurisdictions in the US for the position of Director, Service Strategy Optimization is between $90,000 and $110,000. The actual pay depends on your skills, qualifications, experience and geographical location.