GERENTE DE OPERACIONES

BCD Travel

Full-time - Mid Level

Administrative and Support Services

About the position

The Manager, Operations is a pivotal role within our travel management company, responsible for overseeing the entire travel operations. This includes managing operational performance, ensuring client servicing and retention, employee management, and budgetary and cost management. The ideal candidate will possess a deep understanding of the travel industry, call center operations, and client servicing, which are essential for driving the success of our operations. In this role, you will handle incoming requests and have a strong grasp of client policies and processes, assessing the impact of changes on the operations team. You will also be expected to maintain and expand your knowledge of various industries, including Travel Management, Account Management, and Contact Center Operations. Your leadership will be crucial in reviewing current work processes, procedures, and policies to seek efficiencies and improvements that align with company objectives. Quality and service excellence are at the forefront of this position. You will review operations performance reports, implement programs to enhance operational performance, and lead efforts in error reduction. Ensuring customer satisfaction is paramount, and you will serve as the primary liaison between the Account Manager and operational staff, addressing client needs and resolving issues as they arise. Teamwork and communication are essential components of this role. You will seek opportunities to improve operational processes and the commercial relationship with customers, providing support and coaching to team members. Your responsibilities will also include managing key performance metrics, departmental expenses, and overall budget performance, while leading new business implementations successfully and on-budget. As a representative of the company, maintaining integrity and adhering to company policies is crucial. You will actively communicate with your team about performance against goals and any changes in the business that may impact operations.

Responsibilities

• Oversee the overall management and performance of travel operations.
• Handle incoming requests and assess the impact of client policy changes on the operations team.
• Maintain and expand knowledge of various industries related to travel management and contact center operations.
• Lead efforts to review and improve current work processes, procedures, and policies.
• Review operations performance reports and implement programs to enhance performance against goals.
• Serve as the primary liaison between the Account Manager and operational staff to ensure client needs are met.
• Review customer servicing metrics and implement improvements to meet goal levels.
• Act as the escalation point for client and customer issues, ensuring satisfaction is achieved.
• Provide direction to the team for improved customer satisfaction and operational efficiency.
• Assist team members with their responsibilities and coach them for improved performance.

Requirements

• Bachelor's degree or equivalent work experience (preferred).
• Minimum of five (5) years of corporate travel experience.
• Prior managerial experience of 2-3 years.
• Thorough knowledge of the travel industry, fares, and markets.
• Knowledge of specified GDS(s).
• Thorough knowledge of travel agency operations.
• Proficiency in word processing, spreadsheets, presentation, and email software.
• Ability to travel on a regular basis.
• Ability to work nights and weekends when needed.

Nice-to-haves

• Proficiency in Microsoft Office applications.
• Prior budget and cost management experience.
• Thorough knowledge of BCD Travel products and services.