[Hiring] Supervisor Operations @BCD

Role Description

In this role, you will be responsible for day-to-day leadership of a team of travel consultants, including managing key performance indicators (KPIs), workload distribution, quality standards, coaching, and employee development. As the Supervisor Operations, you will serve as the primary point of contact for team members, fostering a positive team environment while driving service excellence, operational efficiency, and achievement of business objectives. You will leverage performance data and industry expertise to support team success and deliver exceptional customer experiences.

• Provide leadership, coaching, and development to a team of travel consultants, including performance management, feedback, and career growth support
• Leverage performance data, reports, and KPIs to maximize team effectiveness, productivity, and service quality
• Support onboarding, training, and continuous development initiatives to strengthen team capabilities
• Guide consultants on client travel policies, supplier rules, industry best practices, and complex customer situations
• Maintain expertise in travel industry regulations (DOT, TSA, passports, visas, etc.) and communicate relevant updates to the team
• Monitor GDS and reservation queues to ensure operational efficiency, quality control, and SLA compliance
• Identify operational challenges, resolve escalations, and implement process improvements to enhance team performance
• Partner with internal stakeholders to support business initiatives, change management activities, and service excellence goals
• Direct client-facing communication as needed to ensure our highest level of customer service

Qualifications

• Extensive experience in the corporate travel management industry with strong knowledge of travel policies, procedures, and supplier rules
• Experience leading, coaching, and developing teams in a customer service or travel operations environment
• Advanced proficiency with Sabre GDS and other travel industry systems
• Strong critical thinking, problem-solving, and decision-making skills
• Excellent verbal and written communication skills with the ability to influence and motivate others
• Ability to manage multiple priorities and drive results in a fast-paced environment
• Strong people leadership, coaching, and performance management capabilities
• Proficiency in Microsoft Office applications

Benefits

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Work at the forefront of travel technology and help shape the future of business travel
• 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
• Work From Anywhere opportunity for 60 days per year

Company Description

BCD Travel creates connections that move people and ideas forward. Through open technology and trusted human expertise, we help companies and people navigate change, simplify complexity and make confident decisions about how and when they travel. Our intuitive digital experiences for every stakeholder power journeys that fuel success and drive progress. With 15,000+ dedicated team members serving clients in 170+ countries, BCD is shaping a more sustainable future for business travel.