Customer Operations Manager

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Customer Operations Manager Expedia Group (EG)’s Private Label Solutions (PLS) brings technology, marketing & customer service solutions to non-travel partners such as financial institutions and retailers who want to offer differentiated value through their loyalty programs by allowing customers to earn and redeem points on travel related products. We help deliver on EG's mission to power global travel for everyone, everywhere by powering the industry with EG demand and technology solutions. We are responsible for the end-to-end set up, deployment and execution of all contractual obligations for our partners including service levels, quality controls, voice of the customer and first call resolution rates. Traveler & Partner Service Platform (TPSP) is redefining customer service for the travel industry, and needs strategic thinkers who are also masterful at implementation. Globally, TPSP supports 30M+ traveller-to-agent interactions annually, and leverages a wide network of contact centres and technologies to revolve traveller issues in a timely and professional manner, in the traveller’s preferred communication channel. As the Customer Experience Manager, you are responsible for influencing and delivering an optimized customer experience for our external clients, including EG’s largest Financial Institution partnerships, supporting their travel loyalty programs. You are responsible for supporting their critical business needs, whilst ensuring the solutions offered are scalable, integrated, resilient and leverage core EG platform capabilities. You will coordinate with internal stakeholders and external partners and vendors to optimize the customer experience, manage outsourced vendor performance, and perform project management responsibilities. The ability to influence and collaborate, whilst balancing the needs of the business is key to the success of this role. You will report to the Senior Customer Experience Manager. In this role, you will: • Analyze customer service performance metrics and provide executive level summaries on key insights, trends and impact of remedial actions against key deliverables and metrics • Own offline client customer experience metrics and actively work with outsource partners to identify root causes/issues to help improve performance to meet and exceed targets • Work with Workforce Management and Finance to deliver accurate contact demand forecasts and budgetary planning • Oversee staffing projections and highlight any risks with impact assessment along with mitigation opportunities for business stakeholders • Govern the operational processes and acceptance of all policies, tools, processes and initiatives • Represent TPSP and work closely with all aspects of client brand teams and Expedia Group Product and Tech to ensure operational concerns are acknowledged and prioritized accordingly. • Develop and execute operational playbooks to mitigate impacts of events such as crisis, tool/site outages and Irregular Operations (IROPs) • Work closely with the Operational Excellence Vendor Management teams to ensure vendor performance • Update agent knowledge base articles as new partnerships and changes to policy are launched Experience & Qualification: • The successful candidate will have experience with contact center operations and account management; have initiative, be a quick learner, be detail oriented and possess excellent problem-solving skills • You have 3+ years of operational management experience in a dynamic and complex customer experience environment • Experience and proven success in developing and meeting/exceeding KPIs and SLAs in a range of diverse operating models • Air and GDS experience not critial, but considered a plus. • Experience working in heavy data environment and being able to interpret and present clear and thoughtful analysis and actions • Strong interpersonal skills and demonstrated ability working in both a team and client facing environment • Outstanding communication, presentation, and collaboration skills • Proven business, leadership, and performance management skills • Skilled at mapping cross functional and detailed complex processes • You possess strong communication skills to articulate complex issues to internal and external stakeholder • Strong project management skills with demonstrated critical project deployed, driving to results #LI-MC1 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. The total cash range for this position in Chicago is $96,000.00 to $134,500.00. Employees in this role have the potential to increase their pay up to $153,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Seattle is $98,500.00 to $138,000.00. Employees in this role have the potential to increase their pay up to $157,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Austin is $98,500.00 to $138,000.00. Employees in this role have the potential to increase their pay up to $157,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Toronto is $95,000.00 to $133,000.00. Employees in this role have the potential to increase their pay up to $152,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Vancouver is $95,000.00 to $133,000.00. Employees in this role have the potential to increase their pay up to $152,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Springfield is $80,500.00 to $113,000.00. Employees in this role have the potential to increase their pay up to $129,000.00, 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. Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request. We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others. 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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50 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 with 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, 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.