Global ERM Operations Director

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

Global ERM Operations Director (Remote)

Full time, Netherlands, Spain, UK, France, Germany, United States, Canada

The Global Operations Director is responsible for overall governance and performance of multiple operations in multiple regions/countries 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 in multiple regions/countries.

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

As a Global ERM Operations Director, you will

• Have a 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
• Review operations performance reports and provide direction and implements programs to improve the performance of the operations against goals
• Ensure customer satisfaction is measured and goals are  met; implementing plans for continuous improvement
• Review or assign the review of operational processes and the commercial relationship with customer, provides and implements suggestions for improvement
• Set the department goals and direction to support the achievement of the organization's goals
• Oversee and provide guidance on quality management  initiatives such as error management
• Bring experience operating in time‑critical, non‑standard, or policy‑driven travel environments, such as marine, offshore, or crew‑travel operations.
• Demonstrate familiarity with crew movements, rotations, last‑minute changes, and disruption management in high‑urgency operational settings.
• Operate effectively in complex, 24/7 service environments requiring fast decision‑making, operational stability, and strict compliance.
• Collaborate with multi‑regional teams and globally distributed stakeholders.
• Leverage any prior exposure to ERM/marine/crew‑travel operations (considered a strong advantage, but not essential).

About you

• Extensive corporate travel experience
• Prior managerial experience 
• Thorough knowledge of the travel industry, fares, and markets
• Thorough knowledge of travel agency operations
• Experience in ERM, marine, offshore, or crew‑travel environments is a strong advantage.
• Strong understanding of crew movements, operational disruptions, and last‑minute change management.
• Comfortable working within 24/7 service models, high‑urgency environments, and complex operational structures.
• Experience collaborating with multi‑regional teams and stakeholders in global operations.
• Knowledge of word processing, spreadsheets, presentation, and email software
• Excellent verbal and written communication skills in English

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

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 Multi-National Operations Director is between $105,000 and $120,000. The actual pay depends on your skills, qualifications, experience and geographical location. 

We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role.

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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