Director, Global B2B Service Delivery & Excellence

United States Digital Space LLC; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Remote-friendly

Travel opportunities

Tuition assistance

Health benefits

Donations matching

Lifestyle benefit

Employee assistance program

Job summary

the company Group in London is seeking a Director, Service Delivery & Excellence, B2B to lead the end-to-end B2B support across Viator Supply and Bókun. You will modernize operations with AI, drive first-contact resolution, and elevate supplier satisfaction in a global partner ecosystem.

Responsibilities cover strategy, BPO governance, compliance, and continuous improvement, with heavy emphasis on Salesforce, multi-site leadership, and international travel.

Qualifications

• 8+ years in B2B support or service delivery with leadership experience.
• Experience leading multi-site operations (100+ FTE) and vendor management.
• Proven ability deploying AI/automation in support with measurable impact.
• Strong Salesforce knowledge; experience with contact-center systems.
• Compliance workflows and workforce forecasting in hybrid teams.
• Full budget ownership and international travel (~30%).
• Travel, hospitality or SaaS/marketplace experience preferred; COPC/Lean Six Sigma a plus.

Responsibilities

• Develop and execute the B2B support strategy aligned with OKRs.
• Own end-to-end B2B support across Viator Supply and Bókun.
• Lead end-to-end BPO relationships across partner sites; RFPs and contracts.
• Identify and deploy AI-driven tooling and self-serve capabilities.
• Enforce onboarding, verification, and quality control workflows.
• Own the support tech stack, especially Salesforce, and drive process excellence.
• Manage headcount, vendor spend, and budgeting; drive upsell opportunities.
• Collaborate with Supply/Bokun and broader organization.

Skills

B2B support

BPO management

AI & automation

Salesforce

Compliance

Workforce planning

Budget management

Vendor governance

Tools

Salesforce

Job description

the company Group in London is seeking a Director, Service Delivery & Excellence, B2B to lead the end-to-end B2B support across Viator Supply and Bókun. You will modernize operations with AI, drive first-contact resolution, and elevate supplier satisfaction in a global partner ecosystem.

Responsibilities cover strategy, BPO governance, compliance, and continuous improvement, with heavy emphasis on Salesforce, multi-site leadership, and international travel.