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 What we offer you At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe. About us BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com. Get to know us by reading our blog and checking out our social media: https://www.bcdtravel.com/blog/ https://www.linkedin.com/company/bcd-travel/ https://www.instagram.com/bcdtravel/ https://www.facebook.com/bcdtravel/ 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 Senior Manager, CSS Contact Center Solutions is between $94,000 and $105,000. 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 [email protected]. #LI-Remote #LI-VP1