Manager Operational Excellence
BCD Travel
- New York, New York, United States
- New York, New York, United States
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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 to ensure an exceptional customer experience. This role focuses on driving 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.
As a Manager, Operational Excellence, you will
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 and 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.
About you
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.
What we offer you At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
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 in the US: $70,000 to $85,000, depending on skills, experience, and location.
We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role.
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.
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Sprachkenntnisse
- English
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