Purpose of the role:

Strategic ownership of operational aspects of customer programs. As a member of the customer account team, this customer contracted role will evaluate, design, and deliver operational solutions to complement and align with customer strategic initiatives. Key liaison to local operations teams.

Main responsibilities:

Guide consistency of training, operational procedures, and processes around the globe for client specific needs. Ensure accurate client travel policy interpretation and implementationFacilitates consistent customer experience and client services globallyFoster operational unity, better alignment with operations owners client Travel Managers in all geographiesFollow established and well-management scorecards (as consistent with client contractual customer metrics, client service level monitoring analysis, measure of success, etc.)Leads operational projects, consult, analyze and identify training needs, make recommendations to operational owners. Consulting internally and externally on best options to support client business controls and initiatives.Formalize and own client service strategy and process mapsConsulting on best practices that could benefit client service profile (Customer Success Best Practice application) Coordinates with Technical Resources to ensure global technologies are streamlined and consistent with offline teamsMakes proactive recommendations to operational processes, product, and service improvementsManage benefit/effectiveness of business initiatives

Other Duties as Required

#LI-REMOTE #LI-PS

Experience education:

English fluent both written and oral5 years proven experience in global service industry; travel operations experience benefit5 years’ experience in customer management Familiar with CWT Processes and ToolsProven ability to support multinational/global environmentAbility to build and present a business plan to internal and external stakeholdersAdvance writing skills which adapt to audience; front line teams to internal/external senior leaders Efficiency in MS products; Word, Excel, PowerPoint, OneNoteConsultative based approachAnalytical and strategic skillsGDS knowledge (Sabre, Amadeus)

Additional qualifications which benefit this role:

Project Management skillsLean Six SigmaBilingual

Additional Technical Qualifications that would benefit this role:

Online Booking Tool Knowledge

Experience education:

English fluent both written and oral5 years proven experience in global service industry; travel operations experience benefit5 years’ experience in customer management Familiar with CWT Processes and ToolsProven ability to support multinational/global environmentAbility to build and present a business plan to internal and external stakeholdersAdvance writing skills which adapt to audience; front line teams to internal/external senior leaders Efficiency in MS products; Word, Excel, PowerPoint, OneNoteConsultative based approachAnalytical and strategic skillsGDS knowledge (Sabre, Amadeus)

Additional qualifications which benefit this role:

Project Management skillsLean Six SigmaBilingual

Additional Technical Qualifications that would benefit this role:

Online Booking Tool Knowledge