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Senior Manager, Customer Operations (Kuala Lumpur)

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Job Description

Senior Manager, Customer Operations

We are looking for an experienced Senior Manager, Customer Operations to be part of our Service and Operations Vacation Rental team in Kuala Lumpur. The ideal candidate will have the right blend of operational, leadership and project management skills to build, manage and nurture a team of customer service professionals, drive critical transformation projects and support the development of the long-term customer care vision of the business.

What you’ll do:

As a key member of the APAC Service and Operations leadership team, you will

  • Lead a team of customer service associates (English and Japanese speaking, inhouse and outsourced) to provide excellent service to our Vacation Rental guests and hosts across APAC. It is a small team, so we are looking for someone who can be hands-on when needed, but also run with a significant level of independence to develop and optimise organisational structures and processes.
  • Supervise and provide assistance by answering questions, giving feedback and providing guidance with subject matter expertise
  • Handle customer escalations effectively
  • work collaboratively with our learning, quality and product teams to ensure team members have the tools and training to do their jobs efficiently, advocate for enhancements and provide business requirements when changes are needed
  • Manage demand forecasting, capacity planning and scheduling processes to meet service-level targets
  • Advocate for process and policy changes that improve customer experience and innovate toward simplicity and scalability
  • Drive performance improvement and cost containment through identification and reduction of call drivers, detractor drivers, incidents and complaints
  • Represent the Service & Operations department on multiple cross-functional projects
  • Support strategic and tactical planning processes as well as weekly, monthly and quarterly business reporting

Who are you:

Here are some of the things we are looking for that will help you in this role:

  • You are passionate about travel, customer experience and operational excellence
  • You have 5 or more years’ managerial experience in a customer operations environment (incl. team building and mentoring), experience with outsourced teams is a plus
  • You have In-depth knowledge of customer service principles and practices, customer service software and CRM tools
  • You have strong analytical, organisational and data-led decision-making skills
  • You have excellent communication and presentation skills, you understand the why behind customer needs and are able to articulate it to others
  • You are able to collaborate and get results cross-team, in a complex working environment.
  • You value team diversity, communicate with empathy and act humbly
  • You have demonstrated success adjusting operations to business changes
  • You are able to balance operational optimisation needs and long-term strategic thinking
  • You can work flexible schedules as needed
  • You maintain calmness under pressure
  • Japanese language skills a plus
  • Travel industry experience a plus

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.

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, religion, gender, sexual orientation, national origin, disability or age.
  • Malaysia - Selangor - Subang Jaya

  • Operations & Services

  • Full-Time Regular

  • 11/24/2022

  • ID # R-78187

Job Accommodation Requests

At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.