Head of Global Specialist Operations & Service Excellence

DGI; Manchester; Hybrid; GBP 68.000 - 83.000; Vollzeit

Benefits dieser Stelle

Pension

Life Assurance

Season ticket loan

Discounted staff travel

Cycle to Work Scheme

Reward scheme

Zusammenfassung

DGI is seeking a Head of Specialist Operations to lead travel specialist services across the UK, EU and US. The role safeguards customer trust, strengthens operational resilience and converts service performance into measurable commercial value in a 24/7 environment.

Primary responsibilities include setting strategic direction, delivering against KPIs, collaborating with CX and Commercial teams, and driving automation and transformation. Hybrid working pattern in central Manchester is offered.

Qualifikationen

• Significant senior leadership experience across multiple specialists, customer-facing operational functions
• Proven experience leading leaders in complex, multiteam and 24/7 service environments
• Track record of delivering transformation, process improvement, automation, workforce optimisation and operating-model change
• Excellent stakeholder management, influencing and cross-functional collaboration skills
• Ability to translate operational performance into measurable commercial value and sustainable improvement
• Experience operating across EU and US markets and working with CRM, workforce-management, quality-assurance, knowledge management, case-management or contact-centre platforms are desirable

Aufgaben

• Setting strategic direction for travel specialist operational functions and translate business priorities into clear service, quality and productivity plans
• Leading delivery against agreed KPIs, SLAs and customer measures while maintaining resilience across a 24/7 service environment
• Partnering with Customer Experience and Commercial teams to support customer retention and loyalty
• Supporting implementation of new technologies, automation and digital solutions
• Contributing to budget planning, resource allocation and workforce optimisation
• Building high-performing teams through effective performance management and leadership development

Jobbeschreibung

DGI is seeking a Head of Specialist Operations to lead travel specialist services across the UK, EU and US. The role safeguards customer trust, strengthens operational resilience and converts service performance into measurable commercial value in a 24/7 environment.

Primary responsibilities include setting strategic direction, delivering against KPIs, collaborating with CX and Commercial teams, and driving automation and transformation. Hybrid working pattern in central Manchester is offered.