Head of Operations & Service Strategy

BCD Travel; Indiana; On-site; USD 90,000 - 130,000; Full time

Job summary

BCD Travel in Indiana seeks a leader to drive our centralized service strategy, defining processes that support both shared and dedicated support teams, and shaping the future of our operations.

You will set goals, manage budgets, coach and develop staff, and apply industry knowledge to drive improvements while ensuring KPIs are met. This role requires strong communication with commercial and operations teams and the ability to lead multi-task, strategic decision-making.

Qualifications

• Prior experience leading a customer service organization.
• Thorough knowledge of the travel industry, fares, and markets.
• Excellent oral and written communication skills in English.
• Ability to manage multiple tasks effectively simultaneously.
• Ability to lead – setting direction, developing teamwork and collaboration, and achieving results through others.
• Capable of problem-solving – anticipating, analyzing, and resolving issues at both a strategic and tactical level.
• Through knowledge and proficiency in Microsoft Office applications.

Responsibilities

• Set the department goals and direction to support the achievement of the organization's goals
• Communicate and educate commercial and operations teams on the scope of work, service strategy, and deliverables
• Manage all aspects of the operation budget, including forecasting and budget planning, and performance against budget
• Provide effective succession planning, career development support, and retention of team
• Apply industry knowledge to provide direction on best practices, identify and implementation of operational improvements
• Manage KPIs, coach, mentor and develop teams to ensure optimal performance to goals

Tools

Microsoft Office

Job description

BCD Travel in Indiana seeks a leader to drive our centralized service strategy, defining processes that support both shared and dedicated support teams, and shaping the future of our operations.

You will set goals, manage budgets, coach and develop staff, and apply industry knowledge to drive improvements while ensuring KPIs are met. This role requires strong communication with commercial and operations teams and the ability to lead multi-task, strategic decision-making.