Director, Service Delivery & Excellence, B2B Support
Core
Lead end-to-end B2B support operations for Viator Supply and Bókun, modernizing support with AI/automation to reduce costs and improve supplier satisfaction.
Role type
Director, Service Delivery & Excellence (B2B)
Builds
B2B support operations for travel experience suppliers and SaaS customers
Domain
Travel technology / B2B SaaS support
Deliverable
production ML models
Required skills
B2B support leadership, BPO vendor management, AI/automation deployment, Salesforce administration, compliance/vetting frameworks, budget management
Preferred skills
Travel/hospitality industry experience, COPC certification, Lean Six Sigma Green/Black Belt
Technologies
Salesforce, AI/automation tools
Responsibilities
Develop and execute B2B support strategy and OKRs; manage front-line operations for supplier onboarding and SaaS technical support; lead BPO commercial relationships and vendor governance; design and ship AI-driven tooling and workflow automation; enforce compliance and audit supplier quality; apply continuous improvement frameworks; manage operational budgets and headcount.
Seniority
Director, strategic leadership with hands-on operational oversight
