Director, Service Excellence

• AI-Tooling: Strategic investment plan over 2-4 years building best in class technology that replaces legacy tooling
• Continuously identify opportunities to leverage AI-tooling to enhance the customer experience
• Define new AI-Assistance success metrics, putting customer resolution before cost-to-serve strategies
• Process Improvement & Innovation: Leverage customer insights and data analytics to identify process gaps and friction points
• Lead re-engineering and standardization initiatives using Lean / Six Sigma methodologies
• Partner cross-functionally to simplify workflows, reduce cost-to-serve, and improve resolution speed
• Knowledge & Training Excellence: Build and evolve global training programs to enhance product knowledge and service capability
• Partner with Learning teams to implement scalable onboarding and continuous learning models
• Quality Assurance: Define and oversee AI and Human-agent quality assurance frameworks
• Drive measurable improvements in Customer-Sentiment, Resolution Rate, and reduce Contact-Propensity
• BPO Go-to-Market Project Management: Lead cross-functional initiatives that align service excellence with business OKRs
• Drive automation, AI adoption, and self-service enablement to enhance efficiency
• Stakeholder Management: Working with Service Delivery leaders to define future success metrics
• Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors
• Act as a thought partner to C-level leaders, influencing decisions
• Leadership & People Development: Manage, coach, mentor and inspire a global team of service professionals
• 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

• 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
• Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology
• Strong commercial awareness, with the ability to balance resolution experience with efficiency
• Relentless collaboration building strong stakeholder relationships to influence and execute
• Close-Loop resolution for product or process blockers causing customer friction with measured impact
• Customer first mindset, advocating for simplicity and putting yourself in the shoes of the customer
• Traveler first: drive exceptional value and effortless resolution service-support (essential)
• Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential)
• Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required)
• Strategic thinker: with strong influence skills and ability to leveraging data (required)
• Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)

Industry: Experience in a similar role within the Travel Industry (Preferred)

• 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
• Generous referral scheme