Note: The job is a remote job and is open to candidates in USA. BCD Travel is a global business travel company that helps organizations simplify corporate travel through digital experiences and related services. The Manager, Operations Technology leads a team providing dedicated technology support for key customers, resolves complex travel technology issues, and drives process improvement, documentation, and service delivery excellence.
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
Benefits
- Flexible work-life balance
- Unique, often global, experiences that empower you to develop and grow within the organization
- Charitable activities in communities across the globe
- 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
- Mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
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