Director, Service Strategy Optimization

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Director, Service Strategy Optimization (Remote)

Full time, United States

In this role, you will focus on end to end design and definition of operational and technology transformation initiatives that drive productivity, cost efficiency, and the reinvention of how our operational teams work. You will partner with internal Operations leaders, frontline teams, and Technology to define business requirements, translate operational needs into scalable solutions, and ensure effective implementation of tools, processes, and services. This position plays a critical role in shaping the future state of operations by reimagining workflows, enabling technology adoption, and delivering measurable improvements across productivity, quality, and cost.

As a Director, Service Strategy Optimization, you will

• Identify, execute, and sustain improvements in operational processes to increase productivity and reduce costs
• Analyze operational performance data, including productivity metrics and contact volumes, to identify root causes and improvement opportunities 
• Track and measure results of operational improvements including ROI analysis; ensuring visibility of gains in productivity and cost performance 
• Identify opportunities to improve productivity through the adoption, optimization, or enhancement of operational tools and services 
• Partner with Operations leadership and cross functional teams to design and prioritize process improvements 
• Drive standardization and continuous improvement across regions and operational teams
• Serve as liaison point between Operations, CCS, CSS, IPCM, PPD

About you

• Subject matter expert in Travel Management Operations, Call Center principles, and Automation/Technology
• Demonstrated leadership and/or managerial experience
• Demonstrated competency in MS Office tools, Word, PowerPoint, Excel - Access, MS
• Ability to apply technology as an enabler to process improvement
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
• Ability to lead - setting direction, developing teamwork and collaboration, and achieving results through others
• Excellent oral and written commercial English communication skills

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.

About us

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.

Get to know us by reading our blog and checking out our social media:

• https://www.bcdtravel.com/blog/
• https://www.linkedin.com/company/bcd-travel/
• https://www.instagram.com/bcdtravel/
• https://www.facebook.com/bcdtravel/

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

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Director, Service Strategy Optimization is between $90,000 and $110,000. The actual pay depends on your skills, qualifications, experience and geographical location. 

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

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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