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Process Lead
hace 2 semanas
Date: Nov 28, 2025
Location:
ES, Madrid, Virtual, Spain, EUROPE
Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team
Process Lead (Remote)
Full time, Madrid (Spain), Paris (France), Krakow (Poland), Germany
In this role, you will be responsible for providing support to Service Delivery management and providing solutions for (technical) gaps in processes. Analyzing, describing, logging and proposing ways to solve and improve the process is part of the responsibility.
As a Process lead, you will
- Serve as a liaison and/or escalation point between the Teamleader and account, process solutions, commercial department etc.
- Facilitate effective communication as required for smooth and fast solutions
- Monitor and track the status of own logged cases, engage appropriate local resources, and escalate as needed to ensure initiative success
- Manage(internal) client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issues quickly and to the customers' expectations
- Assumes and performs other duties and responsibilities not specifically outlined herein
About You
- Ability to assimilate many viewpoints and information to get to the root cause, key requirement or customer need
- Capable of identifying (internal) customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
- Subject matter expert in Agency Operations, Call Center principles, or Automation/Technology
- Ability to approach difficult situations factually and without emotions
- Demonstrated competency in MS Office tools, Word, PowerPoint, Excel - Access, MS
- Excellent oral and written communication skills
- Experience in GDS Amadeus is required
- Background in corporate travel operations is essential
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 of Life 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
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
