Director Operations

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Director, Operations (Hybrid)

Full time, Tokyo, Japan

As a Director, Operations, you will have the responsibility for overall governance and performance of multiple operations in Japan including operational performance, client 
servicing and retention, employee management and budgetary and cost management. You will also ensure all operational goals are met consistently and works to implement and measure continuous improvement efforts.

This position manages and develops a team of employees to an efficient working unit.

As a Director, Operations, you will

• Provide direction and measures the impact to the operation of travel supplier rules and changes, mitigating the impact of changes to the operation
• Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
• Review operations performance reports and provides direction and implements programs to improve the performance of the operations against goal
• Serve as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are met
• Review customer servicing metrics; seeking and implementing improvements and ensuring goal levels are met
• Balance the needs of the customer/client and operational need to ensure efficiency and effectivenes
• Serve as the escalation point for client and/or customer issues, ensuring customer satisfaction
• Provide direction to the team for improved customer satisfaction
• Review and/or assign the review of operational processes and the commercial relationship with customer, provides and implements suggestions for improvement
• Assist team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers
• Provide team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad-hoc coaching
• Oversee and assist the team members in balancing priorities and managing their workload so operational KPIs are consistently achieve
• Lead the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget
• Manage all aspects of the operation budget, including forecasting and budget planning and performance against budget
• Other ad-hoc activities as assigned

About you

• Bachelor degree or equivalent work experience
• Extensive corporate travel experience with prior managerial experience
• Prior budget and cost management experience
• Thorough knowledge of the travel industry, agency operations, fares and markets
• Good commercial language skills in both Japanese and English
• Ability to travel on a regular basis
• Ability to work nights and weekends when needed
• Demonstrate ability to work with diverse remotely-located and cross-functional teams
• Capable of managing multiple projects and deadlines
• Ability to work independently, exercise discretion and judgement

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

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. 

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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