Sr. Manager, CSS Contact Center Solutions

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Senior Manager, CSS Contact Center Solutions (Remote)

Full time, United States

As a trusted advisor in Contact Center Solutions this position plays an integral role in achieving the business objectives in support of BCD's global contact centers. With a keen focus on the consultant and customer experience, this position will Lead in the business development, thought leadership and delivery of organizational strategy and design offerings specific to contact center management.

As a Senior Manager, CSS Contact Center Solutions, you will

• Conduct market research and competitive analysis to understand customer needs and market trends
• Maintain internal product, standards and governance documents to the highest level of accuracy and relevance
• Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer driven solution
• Manage product roadmaps and releases
• Review escalated help tickets for project assessment and engage appropriate parties

About you

• Prior experinece of contact center management or experience with contact center technologies, products and / or services
• Capable of identifying customer needs - listening to information, asking probing questions, applying knowledge, crafting solutions
• Intermediate or higher Excel skills
• Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all level

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 ofLife 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 experience. The salary range for candidates in applicable jurisdictions in the US for the position of Sr. Manager, CSS Contact Center Solutions is between $90,000 and $104,000. The actual pay depends on your skills, qualifications, experience and geographical location.

Ready to join the journey? Apply now!

We're dedicated to building a diverse, inclusive and authentic workplace. If you're excited about a role, but your experience doesn't align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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