Director Operations BR

We are looking for an Operations Director to join our team and put the company’s strategy into practice, promoting customer retention, business growth, employee management, budgeting and cost management. Will be responsible for ensuring that all operational targets are consistently met to ensure continuous improvement.

Your responsibilities:

Operational Knowledge and Application

• Strong understanding and application of client policies and processes, determining the impact to the operation team as changes are implemented and actively communicates the impact and provide potential alternatives to the Account Management team.
• Provides direction and measures the impact to the operation of travel supplier rules and changes, mitigating the impact of changes to the operation.
• Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.).
• Uses industry knowledge to provide direction on best practices, identify and implementation of operational improvements.
• Oversees, provides guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met.

Quality

• Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals.
• Consistently follows BCD Travel guidelines.
• Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals.

Service Excellence

• Ensure customer satisfaction is measured and goals are met; implementing plans for continuous improvement.
• Serves as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are met.
• Reviews customer servicing metrics; seeking and implementing improvements and ensuring goal levels are met.
• Serves as the escalation point for client and/or customer issues, ensuring customer satisfaction.
• Provides direction to the team for improved customer satisfaction.
• Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness.
• Regularly meets with the Account Management team to review performance and make improvements for improved client/customer satisfaction.
• Meets with the client as requested as the primary contact for Operations.

Teamwork

• Reviews or assigns the review of operational processes and the commercial relationship with customer, provides and implements suggestions for improvement.
• Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers.
• Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning.
• Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching.
• Oversees and assists the team members in balancing priorities and managing their workload so operational KPIs are consistently achieved.
• Works with performance and budget data to maximize the effectiveness and efficiency of the team.
• Creates a positive work environment.
• Responsible for overseeing employment-related activities such as hiring and onboarding of new employees, disciplinary actions and terminations.
• Maintains the highest level of integrity as a representative of the company; abiding by all company policies and procedures.

Communication

• Uses positive language and word choices to avoid negative reactions.
• Applies proper communication guidelines (clear, concise and personal) to all interactions.
• Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.

General Management Responsibilities

• Sets the department goals and direction to support the achievement of the organization’s goals.
• Implement and ensure tracking against goals including regular communications to the staff of progress.
• Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement.
• Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations.
• Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget.
• Manages all aspects of the operation budget, including forecasting and budget planning and performance against budget.
• Validates and approves staffing needs and requests and presents to leadership for improvement.
• Responsible for all assigned administrative tasks.
• Leads change efforts, providing information and communication.
• Identifies and communicates risks, issues, benefits and mitigation plans to the operations and/or the customer.
• Delegates work to others for improved results and individual growth as applicable.
• Participates in sales and marketing activities and offers operational assistance to meet company sales and growth objectives.

Administrative Tasks

• Oversees and provides guidance on quality management initiatives such as error management.
• Completes administrative tasks as required.
• Ensures root causes are identified and the successful implementation and measurement of improvement initiatives.
• Leads and manages key projects for the operation or participates as an active member of a project team.
• Conducts meetings and training sessions as appropriate.
• Oversees Disaster Recovery plans and efforts.
• Manages overall needs of the operation and provides assistance and direction.

Profile description:

You need to have:

• Previous managerial experience in Corporate Travel Operations of six to seven (6-7) years.
• Bachelor degree, or equivalent work experience.
• 8-10+ years’ experience in the travel industry.
• Prior budget and cost management experience.
• Thorough knowledge of the travel industry, fares and markets.
• Thorough knowledge of travel agency operations.
• Knowledge of word processing, spreadsheets, presentation, and email software.
• Ability to travel on a regular basis.
• Ability to work nights and weekends when needed.
• College degree, studies in Business Administration.
• Thorough knowledge of BCD Travel products and services.
• Six Sigma/DMAIC project management certification.
• Proficiency in Microsoft Office applications.
• Advanced or fluent level of English.
• Spanish considered a differential.

We offer:

• 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.

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.