Senior Manager, Customer Experience - Transport (Manila)
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Senior Manager, Customer Experience - Transport
Our mission is to revolutionize travel through the power of technology. Are you passionate about putting the customer first in growing ecommerce businesses? Do you love understanding the varying needs of customers from across the world?
We are seeking a Senior Manager, Customer Experience (CEX) for a defined process area within the Transport/ Air function, engaging with external stakeholders to drive high performance within this team and the operating unit.
As part of the Global Customer Experience team, the Senior Manager, CEX would provide leadership in crafting the customer strategy for the Expedia Brands worldwide. You would initiate and lead projects/programs end-to-end collaborating with multiple teams to ensure success for the result of a happy customer. You would use your creative problem-solving skills to hunt for opportunities to reduce customer effort, create efficiencies on policies, whilst optimizing the return on investment of providing a first-class customer experience. In this role, you would develop data led business cases and communicate customer insights across departments to get initiatives prioritised. You would be influential in permeating a customer first mentality through the fabric of Expedia Brands.
What you’ll do:
Review the skill and expertise requirements to accomplish team goals and identify staffing and talent resources to fill project roles.
Develop action plans for optimal resource utilization and manage financial/material resource usage among team.
Encourage others to assess the potential impact of resource decisions related to efficiency and cost reduction.
Develop and share expert knowledge of customer's organization structure, operations, and business processes, and how they support the customer's strategic objectives, in order to identify customer needs.
Maintain expert knowledge of partner’s tools, products, processes and policies to identify and analyze performance improvement and prevent opportunities.
Grow relationships with key organizational influencers and build relationships with external partners.
Create systematic, scalable CEX programs with clear tracking of KPIs/milestones
Identify drivers for fluctuations against KPIs and develops remediation plans.
Actively manage company's large network of call center partners.
Ensure the contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and customer with the objective of reducing customer effort and increasing efficiency.
Conduct a deep review of data and issues to quickly reveal the root cause of problem.
Execute solutions to complex problems; guide the analysis of a problem all the way to a successful resolution.
Build data driven business cases to drive product and process improvement
Create an environment for team effectiveness, where strengths are known and built upon and learning is shared to build capacity.
Promote collaboration among team members. Encourage others to cooperate and coordinate efforts.
Mentor others and promote mentorship within the organization.
Who you are:
Minimum 8 years of Operations experience with bachelor’s degree or 6 years with Master's
Minimum 3 years of People Management experience
Background in customer experience, management consulting or corporate strategy, preferably at a travel/ecommerce company
Experience rolling out operational projects designed to improve productivity and/or drive customer satisfaction.
Distinctive problem-solving and analytical skills, with impeccable business judgment
Ability to work in cross-functional team in the heart of a matrixed organization
Experience in leading complex operational and strategic initiatives
Demonstrated ability to manage large account partners
Ability to makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.
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.
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