Global Program Delivery Director job Redwood City California
Global Program Delivery Director job Redwood City California
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Global Program Delivery Director Job

Employer Name: SpiderID: 7642513
Location: Redwood City, California Date Posted: 6/11/2018
Wage: Negotiable Category: Travel Agent
Job Code: 180002UN

Job Description:

The Global Program Delivery Director objective is to lead the Global Operations Team in all geographies servicing the client (both GSC and in-country).

This role is responsible for the design, execution and on-going management of all global operational processes; assist the client and Program Management team in determining and reaching their online goals; and conducting on-going assessments of data flow from GDS-Mid-Office-Back Office-Reporting System.

This role will act as a primary point of contact with the client leads and must possess advanced customer service skills, high-level written and verbal communication and must inspire confidence in the client when matters are brought forth.

-Key client contact for operational escalations

-Develop, train and prepare ongoing assessment of Operational procedures and processes around the globe

-Ensures consistent customer experience and client service delivery globally

-Coordinate global TS communication templates for consistent messaging

-Data Quality Research: responsible for identifying root cause of data quality issues through process flow analysis as data is traced from frontend (GDS) through mid/back office systems to reporting tool. Actively participate in ongoing data quality meetings with the client reporting team.

-Fosters operational unity, better alignment with operations owners in all geographies

-Follows established and well-management scorecards

-Builds and maintains a global operational team which is focused on sharing operational successes, from technology to processes and procedures

-Leads operational projects, consult, analyse and identify training needs, make recommendations to the client and PM teams

-Formalizes and owns client service strategy and process maps manual

-Ensures accurate client travel policy interpretation and implementation

-Proactive approach to identify new technologies and processes that could be implemented to benefit client program

-Coordinates with Global Operational teams to ensure global technologies are utilized included GDS desktop, AQUA, CWT Portrait, CWT Portal, OBT, etc., and any new products

-Determines the best options to implement client business controls and initiatives

-Makes proactive recommendations for TTS (Traveller and Transaction Services) processes, product and service improvements

-Ensures optimal consistency to continually enhance Service Provider effectiveness and efficiencies by driving the right people, process, tools, and environment for the client

-Conducts training to external audiences such as vendors, contractors and client, in person or using web conferencing tools and technology

-Master degree preferred, or equivalent career experience

-Minimum of 10 years of Business Travel experience

-Abilities to deal within a multicultural environment

-Ability to build and present a business plan to the client and internally

-Writing skills for client and senior management facing documents

-Word, Excel, PowerPoint.

-Financial, analytical, and strategic skills

-Negotiation skills

-Consultative based approach, with a background in consulting preferred

-Ability to develop and produce clear recommendations

-Communicate effectively with the customers

-Ability to present internally & externally

-Ability to lead & manage client expectations

-Participate in all levels of client calls & meetings

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Carlson Wagonlit Travel Company Type:
Company: Carlson Wagonlit Travel

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