Supervisor Operations ERM, NORAM

Supervisor Operations ERM, NORAM Location: US, Virtual, NOAM Employment Type: Full time, United States, Canada The Supervisor Operations ERM is responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing support and coaching whilst ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup. You will be the primary point of contact for the team members. You will actively coach and develop the team to meet and exceed all performance targets, taking into consideration that part of the team can be virtual. This position demonstrates an extensive understanding and applicability of all areas in the travel industry. You will work independently on requests as assigned and take the initiative to provide assistance. As a Supervisor Operations, ERM, you will Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment Seek opportunities to review operational processes and the commercial relationship with the management team and provide suggestions for improvement Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer Develop a learning program for closing own short- and long‑term competency gaps Assist the consultants in appropriately responding and resolving customers' inquiries Monitor, sort and work on contact and reservation queues to maintain quality control About you Demonstrated experience in ERM, marine, offshore, or crew travel operations is required Solid working knowledge of the travel industry, policies, procedures and processes Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment, while ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup Advanced GDS Amadeus skills Excellent verbal and written communication skills in English Demonstrated excellent professional customer service, coaching, and problem resolution skills 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. Benefits 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 Compensation The salary range for candidates in applicable jurisdictions in the US for the position of Supervisor Operations, ERM is between $58,000 and $70,000. The actual pay depends on your skills, qualifications, experience and geographical location. Work Requirements We reserve the right to change schedules to accommodate operational needs. Flexibility in scheduling is a core requirement of the role. Equal Opportunity Statement 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 View email address on click.appcast.io. #J-18808-Ljbffr