Manager Operational Excellence

About the role

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 is to drive operational excellence, client satisfaction, and continuous improvement through thoughtful focus on people, processes, and technology.

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

Qualifications

• Proactive problem-solving skills
• Strong organizational and project management skills
• Ability to work independently and as part of a team
• Highly analytical and detail-oriented
• Ability to manage multiple priorities simultaneously

Skills

• Customer service orientation
• Strategic thinking and planning
• Collaboration and teamwork
• Adaptability and flexibility
• Technical proficiency with relevant software

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

Pay

The actual pay for the position of Manager, Operational Excellence is between $70,000 and $85,000. The salary range is determined based on skills, qualifications, experience, and geographical location.

Schedule

Flexibility in scheduling is a core requirement of the role.