Director, Service Delivery, Asia Pacific

BCD Travel; Itanagar; On-site; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Flexible working hours

Remote opportunities

Career growth

Generous vacation days

Wellbeing tools

Travel industry perks

Inclusive workplace

Job summary

BCD Travel is seeking a Director of Service Delivery APAC Ops (Remote) in India. The role drives program-level service performance, customer experience, and recovery across strategic corporate travel accounts while partnering with Program Managers, Market Operations Leaders, Training, Quality, Product, Technology, and global stakeholders.

You will act as a focal point for program managers, leading cross-functional improvements and providing executive-level reporting to protect revenue and

Qualifications

• Extensive experience in Corporate travel, TMC, Airline, BPM or customer operations.
• Strong experience in service delivery, operations excellence, account/program management or project management.
• Experience working with strategic or complex corporate travel accounts.
• Experience managing cross‑functional improvement initiatives and senior stakeholder escalations.
• Strong understanding of travel fulfilment processes such as bookings, exchanges, refunds, servicing and customer support.
• Excellent understanding of customer experience and service delivery management in corporate travel.

Responsibilities

• Act as a focal point for Program Managers on service delivery, process, and operational performance matters.
• Partner with Program Managers to assess overall account health, service performance, and emerging customer concerns.
• Support Program Managers in preparing customer-facing recovery strategies and improvement narratives.
• Develop and drive service recovery and improvement plans for accounts requiring intervention.
• Translate customer feedback into specific operational, process, training, technology or product interventions.
• Collaborate with Operations, Quality, Training, Workforce Management, Product, Technology, Transformation, and global stakeholders to resolve systemic challenges.
• Support leadership with concise, fact-based recommendations and executive-level reporting.

Job description

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

Director, Service Delivery APAC Ops (Remote)

Full time, India

The Service Delivery Leader-APAC will be responsible for driving program-level service performance, customer experience and service recovery across strategic corporate travel accounts. The role will partner closely with Program Managers, Market Operations Leaders, Training, Quality, Product, Technology and Global stakeholders to identify systemic service challenges, translate customer expectations into actionable business requirements, and drive sustainable improvements. The role is accountable for strengthening customer confidence, protecting revenue at risk, and improving overall account health by ensuring systemic service issues are identified, prioritized, and resolved through cross-functional action. This is not a BAU complaint‑management role. The focus is on identifying recurring or systemic issues that impact customer confidence, account performance, SLA/KPI delivery and overall program health — and bringing the right functions together to resolve them.

The role will act as a business‑level focal point and service delivery advisor for Program Managers, providing insights, governance, structured problem solving and cross‑functional leadership.

As a Director, Service Delivery APAC Ops, you will

• Act as a focal point for Program Managers on service delivery, process, and operational performance matters
• Partner with Program Managers to assess overall account health, service performance, and emerging customer concerns
• Support Program Managers in preparing customer‑facing recovery strategies and improvement narratives
• Develop and drive service recovery and improvement plans for accounts requiring intervention
• Translate customer feedback into specific operational, process, training, technology or product interventions
• Collaborate with Operations, Quality, Training, Workforce Management, Product, Technology, Transformation, and global stakeholders to resolve systemic challenges
• Support leadership with concise, fact‑based recommendations and executive‑level reporting

About You

• Extensive experience in Corporate travel, TMC, Airline, BPM or customer operations
• Strong experience in service delivery, operations excellence, account/program management or project management
• Experience working with strategic or complex corporate travel accounts
• Demonstrated experience managing cross‑functional improvement initiatives and senior stakeholder escalations
• Strong understanding of travel fulfilment processes such as bookings, exchanges, refunds, servicing, customer support and related operational processes
• Excellent understanding of customer experience and service delivery management, preferred in Corporate Travel
• Ability to distinguish BAU operational issues from systemic/program‑level problems

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

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 [e-mail].