This job has expired, please see additional jobs below
Customer Operations Manager (Brand)
Expedia
Bellevue, WA, United States
Job Details - this job has expired, please see similar jobs below
Expedia
Expedia, one of the biggest online travel companies in the world, is seeking a driven leader who will join the Global Customer Operations (GCO) team and lead customer service efforts for a key bank-loyalty relationship.
• Are you a high-energy leader?
• Do you have the aim to perform extraordinary work in a dynamic environment?
• Are you passionate about travel and customer experience?
• Are you articulate, both verbally and in writing?
If you answered yes to all of these questions, we encourage you to apply for the role of Customer Operations Manager, supporting a key Expedia’s Bank Loyalty partner. The Analyst role represents an exciting opportunity to join Expedia, a global leader that is revolutionizing travel through the power of technology.
The Global Customer Operations (GCO) group at Expedia is responsible for leading a network of over 30 contact centers and more than 11,000 agents based around the globe. Our agents represent Expedia's person-to-person contact with our travelers, and we strive to deliver world-class new-booking support and customer service with every interaction.
We are looking for intelligent, ambitious, passionate self-starters to join our team. Responsibilities for this role will be diverse from the beginning and will focus on developing internal and external partner relationships, determining new-booking and customer service needs, and working across GCO to develop technology and product needs to optimize performance.
What you’ll do:
• Define desired experience & conduct calibrations for voice of customer, telephone & email quality and work with Service Delivery to adjust agent treatments or policies as needed.
• Develop processes and policies in partnership with the bank partner that improve the customer and agent experience for bank loyalty customers.
• Collaborate with GCO Product and Tech teams to identify and cost the right tool and telephony requirements for individual Expedia Partners and needed for continued or new commercial relationship growth while driving operational and technical scalability and efficiency.
• Create and/or approve text-based channel templates, verbiage guidance, and Knowledge Base articles specific to assigned programs.
• Represent Expedia’s customer operations capabilities and benefits to bank stakeholders, in collaboration with the commercial teams.
• Coordinate with the commercial teams to identify and execute on sales and service opportunities, goals, and expectations.
• Optimize offline revenue by driving net conversion, ABV, and attach rate while creating a positive offline sales experience.
• Establish strong relationships with internal GCO partners like Service Delivery, Work Force Planning, Finance, Product, Tech, and Projects teams.
• Be an escalation point between internal Expedia Group and external partner and vendor teams.
Who you are:
• Energized by fast-paced change in a growing partnership.
• Strong business acumen and demonstrated leadership experience.
• Superior communication skills to internal and external peers and leadership, both written and verbal. Ability to articulate complex issues for internal and external stakeholders.
• Natural tendency to incorporate diverse perspectives in the problem solving and decision-making process.
• Strong track record of successfully leading internal change/initiatives by obtaining buy-in with both peers and leaders.
• Self-starter with demonstrated ability to navigate within and between multiple matrixed organizations (GCO, GPS, Bank Partner).
• Experience in account management a plus: demonstrated ability to manage partner expectations and prioritize partner asks with sensitivity to both internal (GPS/GCO) and external (bank) stakeholders.
• Experience in customer or business process operations, in-house or outsourced preferred.
• As this is an operational role, some afterhours work will be required.
• Openness and enthusiasm for business travel (25-50%).
• Bachelor’s degree required, preferably from a top tier institution.
• Travel industry experience preferred along with Ecommerce experience.
This position will be located in either Bellevue, Washington or Chicago, Illinois.
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.