Customer Experience Manager, Apac

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.
Customer Experience Manager The Customer Experience Team defines how the network of Trusted Travel Advisors helps travelers at every step of their travel experience. In Customer Experience & Operations, our focus is to build scalable solutions for our network of Contact Centers. We contribute to craft the product vision and strategy which will directly impact our travelers across EG's travel brands. Every traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve the customer experience. We proactively explore ways to deliver an effortless and a more valuable experience for the next traveler. Responsibilities range from analyzing performance, market trends, training needs and implementing strategies to reach targets.
What you'll do: Effectively communicate customer engagement mission and vision to internal and external audiences
The Customer Experience Manager is responsible for providing guidance to the team that performs RCAs to identify reasons for fluctuations against trends & KPIs
Build out playbooks for proactively raising issues/bugs and BAU opportunities for brand sites, agent tools and other teams in Expedia Group with the objective of reducing traveler effort & growing efficiency
Actively contribute to the successful implementation/adoption of all new products, policies, processes and tools
Supervise the successful implementation of policies and procedures, holding contact center vendors accountable for following them consistently
Provide SME and/or deep insights and contribute to X-team swarms with actionable recommendations based on data insights and analysis
Help build the framework to ensure that changes are understood and reinforced
Effectively communicate the expectation levels and vision of the team
Who you are: 3+ years of operational management experience in a dynamic and complex customer care environment
1+ years leading teams in a customer service environment demonstrating great communication skills and strong leadership experience
Ability to effectively manage, motivate and influence teams individually and through others
Demonstrated efficiency working in a highly matrixed organization
Experience and proven success in developing and meeting/exceeding KPIs and SLAs
Experience working in a heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
Proficiency in MS Office with experience in analysis, research, and building business cases
Excellent collaboration, communication and presentation skills
Proven business, leadership and performance management skills
Travel or Ecommerce experience preferred; working knowledge of GDS preferred but not required
Ability to map cross functional and detailed complex processes
Exceptional organization and time management skills
Used to working as a lead and/or member of projects
Experience working on projects or initiatives with geographically distributed teams and vendors is preferred
Proven ability to work autonomously in high pressure/demanding team
High energy and a positive outlook with the passion to make things better at every opportunity
Take initiative, ownership and be a self-starter
Native Japanese speaker 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.
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. If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form . This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.
Customer Experience Manager The Customer Experience Team defines how the network of Trusted Travel Advisors helps travelers at every step of their travel experience. In Customer Experience & Operations, our focus is to build scalable solutions for our network of Contact Centers. We contribute to craft the product vision and strategy which will directly impact our travelers across EG's travel brands. Every traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve the customer experience. We proactively explore ways to deliver an effortless and a more valuable experience for the next traveler. Responsibilities range from analyzing performance, market trends, training needs and implementing strategies to reach targets.
What you'll do: Effectively communicate customer engagement mission and vision to internal and external audiences
The Customer Experience Manager is responsible for providing guidance to the team that performs RCAs to identify reasons for fluctuations against trends & KPIs
Build out playbooks for proactively raising issues/bugs and BAU opportunities for brand sites, agent tools and other teams in Expedia Group with the objective of reducing traveler effort & growing efficiency
Actively contribute to the successful implementation/adoption of all new products, policies, processes and tools
Supervise the successful implementation of policies and procedures, holding contact center vendors accountable for following them consistently
Provide SME and/or deep insights and contribute to X-team swarms with actionable recommendations based on data insights and analysis
Help build the framework to ensure that changes are understood and reinforced
Effectively communicate the expectation levels and vision of the team
Who you are: 3+ years of operational management experience in a dynamic and complex customer care environment
1+ years leading teams in a customer service environment demonstrating great communication skills and strong leadership experience
Ability to effectively manage, motivate and influence teams individually and through others
Demonstrated efficiency working in a highly matrixed organization
Experience and proven success in developing and meeting/exceeding KPIs and SLAs
Experience working in a heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail
Proficiency in MS Office with experience in analysis, research, and building business cases
Excellent collaboration, communication and presentation skills
Proven business, leadership and performance management skills
Travel or Ecommerce experience preferred; working knowledge of GDS preferred but not required
Ability to map cross functional and detailed complex processes
Exceptional organization and time management skills
Used to working as a lead and/or member of projects
Experience working on projects or initiatives with geographically distributed teams and vendors is preferred
Proven ability to work autonomously in high pressure/demanding team
Proven change management experience
High energy and a positive outlook with the passion to make things better at every opportunity
Take initiative, ownership and be a self-starter
Native Japanese speaker 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. Similar Positions PGA Associate - Account Management, Lodging - Thai Speaking (Based in Kuala Lumpur) 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.
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