Customer Operations Manager

This position is part of the Global Customer Operations team and is responsible for leadership oversight of the operational teams resolving relocation inquiries. The successful candidate will identify and lead initiatives to improve effectiveness and efficiencies of the Relocation operation. This position will work closely with leadership across Customer Operations cross functionality is optimized, teams are sharing best practices, and work efforts are focused and defined. This position is part of a rapidly evolving organization that is a key component of Expedia’s growth plans. Responsibilities
Create and maintain a continuous improvement and goal oriented work environment that combines learning, achievement, recognition and exceeds daily operational goals
Identify, analyze, develop and recommend plans for increased productivity
Regularly review business performance and customer/supplier feedback to ensure a consistent experience
Present results and performance management strategy to all levels
Participate in and provide feedback during annual strategy and budget discussions
Create innovative plans to drive and achieve all identified KPIs
Ability to effectively manage and motivate teams individually and through others
Flexibility to execute on heavy call volume in a fast-pace setting
Strong interpersonal skills and demonstrated ability to work in a team environment
Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies
Outstanding communication, presentation and collaboration skills
Proven business, leadership and performance management skills
Provide communication and expectations for all KPI metrics for relocations with partners
Promote excellence through partner leadership and ensure adherence to Expedia Inc. values
Manage and support execution by partners key initiatives as agreed with operations and/or project team
Provide vision, direction, and support for partner team responsible for resolving escalated customer and supplier inquiries effectively and timely
Ensure partner teams operate at optimum efficiency with concentration on identification and implementation of best practices
Appraise processes and policies to ensure they remain relevant and maintain updates as necessary, communicates to team and relevant to business partners
Assess potential designs for solving issues and assert tradeoffs and recommendation for solutions
Ensure company and departmental policies are followed by partners
Monitor and review of staff productivity goals and expectations with partners
Review statistics on departmental functions with partners on regular basis
Must be effective at working across teams to share ideas and information with peers and business leaders
Other duties as assigned

Required Skills/Qualifications/Experience:
The successful candidate will have experience with retail customer service that functions as an integrated customer care team, have initiative, be a quick learner, detail oriented and possess excellent problem solving skills. In addition, candidate must possess the following:

• BA or BS in Business or equivalent experience


• 5+ years of Operations management experience in dynamic customer care environment


• Previous experience and knowledge of Contact center key performance indicators and meeting operational service levels in a fast paced production environment


• Proven skill of managing in outsourced operational environment


• Working knowledge of credit card processing, bank reconciliation and accounts-payable processes


• Strong analytical and problem-solving skills


• Proficient in defining problems, collecting data, establishing facts, and drawing valid conclusions


• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations


• Exceptional organizational and time management skills with proven ability to work independently in a fast-paced environment


• Language proficiency: Korean/Mandarin/Cantonese/Japanese speaking

*LI – TS1