Director, Service Delivery

• Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams
• Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution
• Define service-solutions to reduce contact-propensity through product, policy and process improvement
• Strategic review of operational network and define 2-4yr operational footprint
• Point of contact for all business escalations to resolve and retain our customers
• Stay connected to customer needs ensuring we win
• Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise
• Identify, build and evolve global training programs to enhance product knowledge and service capability
• Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities
• Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors
• Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment
• Manage, coach, mentor and inspire a global team of service professionals
• Build a pipeline of talent and succession plans with apprenticeships
• Foster a culture of accountability, collaboration, and innovation across geographies
• Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment
• Responsible for line of business budgets and finances
• Define project ROI investments
• Compensation strategy to resolve and retain

• Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation
• Bachelor’s degree or equivalent related experience
• Managed both Global Vendor BPO Operations and In-house escalation or resolution teams
• Demonstrated success leading a team
• previous experience leading Managers and Team Leads
• Strong commercial awareness, with the ability to balance resolution experience with efficiency
• Close-Loop resolution for product or process blockers causing customer friction with measured impact
• Relentless collaboration building strong stakeholder relationships to influence and execute
• Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
• Traveler first: drive exceptional value and effortless resolution service-support
• Execution at speed: Challenge legacy processes, experiment, seeks to always improve
• Communication: strong influencing skills with ability to articulate issues to C-Level leadership
• Strategic thinker: with strong influence skills and ability to leveraging data
• Data Driven: Leverage data to identify improvement opportunities, A/B test mindset
• Industry: Experience in a similar role within the Travel Industry
• Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work
• Proven ability to operate effectively with a global-first mindset

Experience in a similar role within the Travel Industry

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle
• Flexible schedule
• Donation matching
• Tuition assistance
• Lifestyle benefit
• Travel perks
• Employee assistance program
• Health benefits