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Senior Manager, Premium Customer Service Operations

2 months ago

Austin, Texas, United States Expedia , Inc. Full time
About the Role

We are seeking a highly motivated and flexible Senior Manager of Traveler Service Operations with a strong background in contact center management, communications, and team building. This position will be part of the fast-paced environment within CPCE Operations and will play an integral role in establishing a new capability to directly manage the services that support our best customers for all of Expedia Group.

Key Responsibilities:

  • Establish partnerships across CPCE and Brand teams to define, implement and manage the customer service function for premium customers
  • Create the appropriate management and support structure appropriate to team of 700 agents; Build an amazing, highly motivated, and capable team
  • Partner to design and deliver an intentional onboarding program that connects new team members to the mission of serving our best customer; energize the team to adopt a mission driven mentality
  • Partner to refine our training curriculum and trainee experience to best prepare this team to improve competence and ensure end to end resolution of customer issues
  • Use existing operational reporting to manage and optimize the business; use lived experience to develop requirements to continuously improve
  • Create a culture of empowerment and resolution. This team must deliver the best service in the travel industry and truly value our customers loyalty. Customer issues must be owned and resolved without exception or hand off.
  • Adopt role as customer zero of Expedia Group travel service technologies; develop approach to testing and providing constructive feedback; support team to ensure positive demeanor in face of tool adversity

Requirements:

  • University degree or equivalent experience
  • 7+ years of relevant work experience; 5+ years as a people manager
  • Experience managing a customer service organization
  • Ability to solve high-level and complex operational problems
  • A high level of understanding of process optimization
  • Demonstrated experience building a well-functioning team
  • Strong analytical and planning skills
  • Understanding of local employment laws and regulations
  • Experience in cultivation and maintenance of strong working relationships and collaboration across multiple business and technical teams
  • Ability and willingness to travel periodically (domestic and international)
  • Travel industry experience
  • A high-level understanding of call center technologies
  • Previous experience working across geographies

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,, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert,, and Expedia Cruises.