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Customer Experience and Operations Manager
The Customer Operations Team defines how the network of Trusted Travel Advisors helps customers at every step of their travel experience.
In Customer Operations Management our focus is to build scalable solutions for our network of Contact Centers. In collaboration with the rest of CPCE teams and our CC Partners we contribute to craft the product vision and strategy which will directly impact our customers across EG’s travel brands.
Every customer interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve the Customer Experience.
We partner with Prevent and CX to proactively explore ways to deliver an effortless and more valuable experience for the next traveler.
The Customer Operations Manager primary responsibility is to ensure that a segment of business support (product, channel, language…) – is meeting goals that contribute to the success of Customer Operations Management Team.
What you’ll do:
Effectively communicate around Customer Engagement mission and vision to internal and external audiences (team, CC Partners, P&M, EG…)
Monitor and ensure KPIs are delivered and contribute to the overall CE goals
Perform RCA to identify reasons for fluctuations against trends & KPI’s
Through the analysis of performance, quality results and feedback loops the Customer Operations Manager identifies improvement opportunities for both internal and external users (Trusted Travel Advisors and travelers)
Ensuring the CC Partners are proactively escalating issues / bugs and BAU opportunities for brand sites, agent tools and TPG with the objective of reducing customer effort & increasing efficiency
Actively contribute to successfully implement / adopt of all new products, policies, processes and tools
The Customer Operations Manager is responsible for accurately interpreting policies and procedures and consistency of delivery
Share and present results to key stakeholders at defined frequency
Provide SME and/or deep insights as appropriate
Ensure that changes are understood and reinforced
Who you are:
Operational experience in a dynamic and complex customer care environment
Demonstrated efficiency working in a highly matrixed organization
Experience and proven success in developing and meeting/exceeding KPIs and SLAs
Experience working in heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
Proficiency in MS Office
Strong interpersonal skills and demonstrated ability working in a team and vendor facing environment
Excellent collaboration, communication and presentation skills
Travel or Ecommerce experience preferred; solid understanding of GDS preferred but not required
Exceptional organization and time management skills
Used to working as a member of projects
Experience working on projects or initiatives with geographically distributed teams
Proven ability to work autonomously in high pressure/demanding team
Proven change management experience
High energy and a positive outlook with the passion to make things better at every opportunity
Take initiative, ownership and be a self-starter
#LI-MB1
The total cash range for this position in Springfield is $79,000.00 to $110,500.00. Employees in this role have the potential to increase their pay up to $126,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.