Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $104,000.00 - $166,500.00
Work Schedule
Flexible
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Paid Time Off
Parental leave
Travel Discounts
Employee assistance program
Job Description
Expedia Group is a global travel technology company that powers travel for everyone, everywhere. It operates a diverse family of travel brands including Expedia, Hotels.com, Vrbo, Travelocity, and many others. The company designs cutting-edge technology to simplify and enhance the travel experience for millions of travelers around the world, while also creating innovative solutions for its travel partners. Expedia Group is known for fostering a vibrant, inclusive, and welcoming culture where diversity is celebrated and everyone has a chance to thrive. The company believes that people come first in shaping the future of travel and strives to cultivate an open... Show More
Job Requirements
- Bachelor’s degree or equivalent experience
- 5-7 years of operational management experience in customer services within the travel industry
- Strong background in process improvement
- Proven ability to meet or exceed KPIs and SLAs
- Experience leading cross-functional projects and managing change
- Excellent communication and interpersonal skills
- Proficient with data analysis and performance metrics
- Ability to manage multiple priorities and deadlines
- Familiarity with contact center operations
- Willingness to collaborate with distributed teams and vendors
Job Qualifications
- 5-7 years of operational management experience in customer services within the travel industry
- Strong background in process improvement
- Proven track record of exceeding KPIs and SLAs
- Sharp analytical skills to interpret data and drive actionable insights
- Experience leading cross-functional initiatives
- Experience managing change and working with distributed teams and vendors
- Strong presentation, stakeholder engagement, and leadership skills
- Proactive, solutions-focused mindset
- Proficient in MS Office
- Experience in travel or eCommerce environments is a plus
Job Duties
- Analyzes trends of process, product and experience by journey, product, intent, channel, and/or customer to identify optimization and performance improvement opportunities
- Builds subject matter expert knowledge of tools, products, policies, and processes
- Builds relationships with key individuals within the team and with other department, organization, and external partners
- Represents team as key point of contact with internal and external stakeholders
- Monitor and ensure operational KPIs are delivered and contribute to the overall goals and KPIs
- Work closely with teams across Expedia to establish a stronger process for better agent/partner experience that also reflects in customer's journey/experience
- Identifies drivers for fluctuations against KPIs and develops remediation plans
- Gathers pertinent information about a problem by analyzing data and patterns and identifying underlying issues
- Researches and recommends more detailed solutions to resolve problems
- Looks for solutions which go beyond the individual customer resolution, also focusing on how to prevent poor customer experiences in the future, and works with teams across the business to implement these solutions
- Represents team or function in cross-functional projects and initiatives as a subject matter expert
- Measures and assesses customer satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
- Uses relevant data sources to analyze and measure the impact of initiatives and projects
- Contributes to and develops summary of business performance to key stakeholders
- Keeps management informed on progress to goal and status
- Demonstrates ability to manage several tasks and meet deliverable deadlines
- Uses judgement to determine the relative impact and urgency of individual tasks
- Helps team members prioritize and link daily work to broader objectives
- Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
OysterLink supports hiring across hospitality industries.
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