Senior ERM Operations Manager NORAM

US, Virtual, NOAM

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Senior Operations Manager NORAM (Remote)

Full time, United States, Canada

The Senior ERM Operations Manager NORAM is responsible for the overall management and performance of a large travel operation or multiple operations including operational performance, client servicing and retention, employee management and budgetary and cost management. This person ensures all operational goals are met consistently. This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.

As a Senior ERM Operations Manager NORAM, you will

• Serve as the primary liaison between the Account Manager and the operational staff ensuring all client needs are met
• Lead operations in environments that may include ERM, marine, offshore, or crew travel workflows, ensuring strong delivery across time critical and nonstandard scenarios
• Provide support to team members on their job responsibilities and coache team members for improved performance
• Be responsible for employment related activies such as hiring, on-boarding, disciplinary actions and terminations
• Monitor and control departmental expenses, seeking and implementing improvements
• Ensure operational stability and fast decision making in high urgency environments, including crew rotations, last minute changes, and disruption management
• Lead the effort to implement new business implementations
• Manage overall budget and performance against budget
• Collaborate closely with multiregional and global teams, ensuring alignment across a globally distributed operations model
• Be responsible for evaluating and maintaining operation staffing
• Perform quality management such as error management
• Support service delivery in a 24/7 operational environment when required, ensuring compliance and business continuity
• Manage day-to-day needs of the team and provide assistance and direction

About you

• Bachelor degree, or equivalent work experience
• Thorough knowledge of the travel industry, fares and markets
• GDS Amadeus knowledge
• Extensive corporate travel experience
• Prior managerial experience
• Prior budget and cost management experience
• Experience in ERM, marine, offshore, or crew travel operations is a strong advantage
• Familiarity with crew movements, rotations, last minute changes, and disruption handling is a strong advantage
• Comfortable working in complex environments that require quick decision making and adherence to strict operational policies
• Exposure to multiregional or globally distributed operational teams is essential
• Ability to work nights and weekends when needed
• Good command of English

About us
We're a market leader in travel management:
We help people and companies travel smart and achieve more, and our clients include some of the world's best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We're committed to sustainability and to driving success for our customers, our business and ourselves.

Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You'll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don't just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

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

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and…