Bob Bridges
Canton,GA
Summary
Global Customer Service, Support and Business Operations Executive offering 25+ year history of leading strategic and tactical business initiatives and global teams. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
Overview
29
29
years of professional experience
Work History
Senior Director, Global Service Delivery
SAP Concur
04.2018 - Current
- Led service delivery organization for portfolio of Financial Services, FinTech and Healthcare customers with nearly $150M in annual, recurring subscription and consulting revenue
- High performing team delivers consulting, implementation and post deployment expertise and premium care services to some of SAPs most important and strategic customers in Financial Services and Healthcare sectors globally.
- Drove strategic improvements to enhance operational and organizational efficiencies
- Led development of business operation processes and policies
Senior Director, Global Premium Customer Success
SAP Concur
02.2016 - 04.2018
- Led global team of deployment & service consultants providing post deployment expertise and care services for SAP Concur's largest, global customers
- Revamped operational plans to refocus staff and align processes with business objectives
- Drove strategic improvements to enhance operational and organizational efficiencies
Senior Director, Service Administration
SAP Concur
10.2014 - 02.2016
- Leader of a global, multi-million dollar line of business providing post implementation expertise and premium care services including one-on-one site maintenance, support, administration and ongoing consulting & guidance for thousands of SAP Concur Travel & Expense customers
- Global leader of multi-unit teams across three continents consisting of 300+ team members.
Director, Service Administration
SAP Concur
01.2013 - 10.2014
- Oversaw the exponential growth of a global, multi-million dollar line of business providing post implementation premium care services & support providing one-on-one site maintenance, support, administration and ongoing consulting & guidance for hundreds of Concur Travel & Expense customers.
- Having developed and launched the premium care & support model, I led the growth of the line of business from zero to over $35M in less than 5 years.
Manager, Service Administration
SAP Concur
09.2011 - 12.2012
- Owned the service definition, rollout and exponential growth of a global, multi-million dollar line of business providing post implementation premium care & support services including one-on-one site maintenance support, administration and ongoing consulting & guidance for hundreds of Concur Travel & Expense customers
- Led the team and the service from its design and infancy through years of exponential global growth.
Vice President, Operations & Customer Service
Georgia International Travel - American Express
05.2007 - 09.2011
- Vice President Operations & Customer Service leading cross functional teams in frontline operations, training, technology and technology vendor management.
- Maintained internal company technical systems and infrastructure as well as all outside technical partner relationships
- Implemented cloud technology solutions for significant cost savings.
Consultant
Market Designs, LLC
05.2007 - 09.2011
- Served on consulting engagements with major travel management companies, GDSs and supplier organizations
- Long term consulting engagements in the Middle East; primarily Kuwait, Dubai and Doha.
Director, Business Development
Travelport
01.2004 - 01.2005
- Global Sales Director responsible for leading the enterprise sales/business development effort targeting Fortune 500 companies in the Southeast and Midwest with annual revenues exceeding $6B
- Cendant Corporation's Travelport Corporate Solutions provided customized enterprise-wide products & services to help corporations manage T&E expenditures by providing corporate online booking for travel, direct GDS (Global Distribution Systems) access and ticketing fulfillment & customer support, along with other integrated products & services.
Manager, Corporate Business Development, Worldwide e-Commerce
Worldspan
11.1997 - 12.2003
- National Sales Manager, Corporate & Government e-Commerce Solutions
- Managed the national sales & business development team responsible for sales and implementation of Worldspan's suite of enterprise corporate travel technology solutions, including the Trip Manager corporate online booking tool.
Manager, Marketing Automation
IHG Hotels & Resorts
02.1996 - 11.1997
- Led the electronic reservations team for the distribution of the IHG hotel brands across multiple travel distribution channels including multiple internet channels and travel agency GDS systems.
- Consulted with and trained the franchised hotel owners and staff on effective rate distribution & marketing through all electronic reservation distribution channels.
Manager, Marketing Automation
TeleService Resources
03.1995 - 02.1996
- Consulted with hotel company clients in developing effective marketing campaigns to reach the travel agency market through all major global distribution systems.
Education
Communications
Augusta University
Augusta, GA01.1986
Communications
The University of Georgia
Athens, GA01.1984
Skills
- Global Customer Service & Support for SaaS companies
- Global Cross-Functional Team Leadership
- Global Consulting Leadership in the Financial Services & FinTech sectors
- Global Team Leadership
- Culture Transformation
- Collaborative Leadership
- Team Building and Motivation
- Core Values Management
- Practice Operations Management
- Team building abilities
- Policy Development
Websites
Timeline
Senior Director, Global Service Delivery
SAP Concur
04.2018 - Current
Senior Director, Global Premium Customer Success
SAP Concur
02.2016 - 04.2018
Senior Director, Service Administration
SAP Concur
10.2014 - 02.2016
Director, Service Administration
SAP Concur
01.2013 - 10.2014
Manager, Service Administration
SAP Concur
09.2011 - 12.2012
Vice President, Operations & Customer Service
Georgia International Travel - American Express
05.2007 - 09.2011
Consultant
Market Designs, LLC
05.2007 - 09.2011
Director, Business Development
Travelport
01.2004 - 01.2005
Manager, Corporate Business Development, Worldwide e-Commerce
Worldspan
11.1997 - 12.2003
Manager, Marketing Automation
IHG Hotels & Resorts
02.1996 - 11.1997
Manager, Marketing Automation
TeleService Resources
03.1995 - 02.1996
Communications
Augusta University
Communications
The University of Georgia
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