Note: The job is a remote job and is open to candidates in USA. BCD Travel helps companies manage business travel through digital experiences, meetings and events management, and consultancy services. The Manager, Operations Technology will lead a team providing dedicated technology support for corporate travel operations, resolve complex client issues, and improve processes, workflows, and service delivery.
Responsibilities
- Lead and manage a team to ensure efficient, high-quality service delivery by setting clear objectives, providing coaching and support, driving accountability, and fostering a collaborative, customer-focused culture
- Serve as the primary point of contact for client technology support related to travel operations, leveraging strong troubleshooting and root-cause analysis skills to resolve issues, minimize service disruptions, and improve the client experience
- Partner with product support teams, technology stakeholders, and shared services departments to diagnose and resolve complex technical issues, implement system enhancements, and optimize overall service delivery
- Gather, communicate, and advocate for client needs and feedback by coordinating cross-functional teams, aligning priorities, and driving solutions that support both client objectives and organizational goals
- Develop, document, maintain, and continuously improve standard operating procedures (SOPs), workflows, and process documentation to ensure operational consistency, knowledge sharing, compliance, and scalable service delivery
- Identify opportunities to enhance processes, systems, and tools through data analysis, issue trend monitoring, and continuous improvement initiatives that increase efficiency, service quality, and customer satisfaction
- Document and refine operational best practices, governance standards, and troubleshooting procedures to improve issue resolution, reduce recurring problems, and support long-term service excellence
- Demonstrated experience creating and implementing operational processes, SOPs, and process documentation, with a proven ability to troubleshoot complex issues, identify root causes, and drive sustainable solutions
Skills
- Extensive experience within the corporate travel industry, including strong proficiency with Sabre GDS and a solid understanding of travel management operations, workflows, and service delivery
- Demonstrated knowledge of front-, mid-, and back-office travel technologies and processes, including experience supporting or administering mid-office solutions and online booking tools (OBTs)
- Proven leadership or supervisory experience, with the ability to lead, coach, and develop teams, manage priorities, drive accountability, and foster a collaborative, customer-focused culture
- Exceptional verbal and written communication skills, with experience serving as a client-facing resource, managing stakeholder relationships, communicating complex technical concepts, and building trust with customers and internal partners
- Strong analytical, troubleshooting, and problem-solving skills, with the ability to identify root causes, resolve operational and technology-related issues, and implement sustainable solutions
- Demonstrated experience designing, documenting, maintaining, and improving standard operating procedures (SOPs), workflows, and process documentation to support operational consistency, compliance, and continuous improvement
- Proven success in process management and process reengineering, with the ability to evaluate existing operations, identify opportunities for improvement, and implement scalable, efficient solutions
- Ability to manage multiple priorities and projects simultaneously in a fast-paced, evolving environment while maintaining a high level of quality and customer service
- Customer-centric mindset with strong relationship management skills, including the ability to navigate demanding situations with professionalism, empathy, and a focus on achieving positive business outcomes
- Track record of driving continuous improvement initiatives that enhance service delivery, operational efficiency, technology adoption, and customer satisfaction
- Demonstrated experience creating and implementing operational processes, SOPs, and process documentation, with a proven ability to troubleshoot complex issues, identify root causes, and drive sustainable solutions
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
- A flexible work-life balance
- Unique, often global, experiences that empower you to develop and grow within the organization
Company Overview
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