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Director, Service Delivery APAC Ops (Remote)
Full time, India
The Service Delivery Leader-APAC will be responsible for driving program-level service performance, customer experience and service recovery across strategic corporate travel accounts.
The role will partner closely with Program Managers, Market Operations Leaders, Training, Quality, Product, Technology and Global stakeholders to identify systemic service challenges, translate customer expectations into actionable business requirements, and drive sustainable improvements. The role is accountable for strengthening customer confidence, protecting revenue at risk, and improving overall account health by ensuring systemic service issues are identified, prioritized, and resolved through cross-functional action. This is not a BAU complaint-management role. The focus is on identifying recurring or systemic issues that impact customer confidence, account performance,
SLA/KPI delivery and overall program health — and bringing the right functions together to resolve them.
The role will act as a business-level focal point and service delivery advisor for Program Managers, providing insights, governance, structured problem solving and cross-functional leadership.
As a Director, Service Delivery APAC Ops, you will
• Act as a focal point for Program Managers on service delivery, process, and operational performance matters
• Partner with Program Managers to assess overall account health, service performance, and emerging customer concerns
• Support Program Managers in preparing customer-facing recovery strategies and improvement narratives
• Develop and drive service recovery and improvement plans for accounts requiring intervention
• Translate customer feedback into specific operational, process, training, technology or product interventions
• Collaborate with Operations, Quality, Training, Workforce Management, Produ
📌 Director, Service Delivery, Asia Pacific (Bengaluru)
🏢 BCD
📍 Bengaluru