Manager Operations (US, Virtual, NOAM)

The Operational Excellence Manager, Customer Experience & Enablement provides hands-on functional leadership to Program Management, Operational contacts, Sales, and the Client Retention teams, focusing on driving operational excellence, client satisfaction, and continuous improvement.

Location: Remote (US)

Salary: $70,000–$85,000/yr

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

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

Additional Information

• The salary range for candidates in applicable jurisdictions in the US for the position of Manager, Operational Excellence is between $70,000 and $85,000. The actual pay depends on your skills, qualifications, experience and geographical location.
• We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role.