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BCD Travel Director Operations in Tampa, Florida

Job Summary:

The Director - Operations is responsible for overall governance and performance of multiple operations within a single country including operational performance, client servicing and retention, employee management and budgetary and cost management. This person ensures all operational goals are met consistently and works to implement and measure continuous improvement efforts.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations, client servicing and business practices.

Span of control will be based on number and complexity of accounts and number of direct reports.

Essential Duties and Responsibilities:

Job Specific Essential Duties & Responsibilities:

Operational Knowledge and Application

· Strong understanding and application of a 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


· 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


· 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 maximum the effectiveness and efficiency of the team

· Creates a positive work environment

· Responsible for overseeing employment related act ivies such as hiring and on-boarding of new employees, disciplinary actions and terminations

· Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures


· 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

· Validate and approve staffing needs and requests and presents to leadership for improvement

· Responsible for all assigned administrative tasks

· Leads change efforts, providing information and communication

· Identify and communicate 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

· Participate in sales and marketing activities and offer 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


· This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

Essential Job Functions: (Required for US only--all other countries may delete)

· Must be able to come to work promptly and regularly

· Must be able to take direction and work well with others

· Must be able to work under the stress of and meet deadlines

· Must be able to concentrate and perform accurately while meeting applicable productivity measures

· Must be able to change productively and to handle other tasks as assigned

BCD Travel is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age and veteran status. BCD Travel complies with applicable laws in the countries in which we operate. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@bcdtravel.com.