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Operations Manager - Gurgaon - Expedia Group

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 Operations Manager - Gurgaon - Expedia Group

Job Description

  • Operations Manager
  • The Customer Operations Team plays a pivotal role in defining how a network of Trusted Travel Advisors supports customers at every step of their travel journey
  • In Customer Operations, the focus is on building scalable solutions for a diverse network of Contact Centers
  • By collaborating with CPCE teams and CC Partners, the team contributes to crafting a product vision and strategy that directly impacts customers across Expedia Groups travel brands
  • Every customer interaction is significant, and by leveraging data insights and analysis, the team fosters a culture of continuous improvement
  • This drives impactful recommendations to enhance the Customer Experience Partnering with Prevent and CX, the team proactively explores ways to deliver a seamless and valuable experience for travelers
  • The Operations Managers primary responsibility is to ensure that a segment of business support (product, channel, language, etc) meets goals that contribute to the success of the Operations Management Team
  • What You'll Do
  • Effectively communicate the Customer Engagement mission and vision to internal and external stakeholders, including teams, CC Partners, PM, and Expedia Group leadership
  • Monitor and ensure KPIs are met, contributing to overall Customer Engagement goals
  • Perform Root Cause Analysis (RCA) to identify reasons for deviations in trends and KPIs
  • Deliver improvement opportunities for both internal and external users, including Trusted Travel Advisors and travelers
  • Collaborate with CC Partners to proactively identify and address issues, bugs, and opportunities in brand sites, agent tools, and processes, reducing customer effort and increasing efficiency
  • Provide actionable feedback to CC Partners on identified opportunities
  • Contribute to the successful implementation and adoption of new products, policies, processes, and tools by ensuring changes are clearly understood and reinforced
  • Ensure consistency in delivering policies and procedures
  • Build content for presentations and project updates as required by Operations Leadership Team (LT)
  • Provide Subject Matter Expertise (SME) and deep insights as needed
  • The manager in this role will work in PST time zone
  • Who You Are
  • 5+ years of operational experience in a dynamic and complex customer care environment
  • Proven efficiency in working within a highly matrixed organization
  • Demonstrated success in meeting or exceeding KPIs and SLAs
  • Experience working in data-intensive environments, with the ability to interpret data, perform thoughtful analysis, and take actions with a keen eye for detail
  • Proficiency in MS Office tools
  • Strong communication and collaboration skills, with demonstrated ability to work effectively in team and vendor-facing environments
  • Travel or E-commerce experience preferred; knowledge of GDS is advantageous but not mandatory
  • Outstanding organizational and time management skills
  • Experience managing projects or initiatives with geographically distributed teams and vendors
  • Proven ability to work autonomously in high-pressure, demanding environments
  • Change management experience, with a track record of driving successful transitions
  • High energy, a positive outlook, and a passion for continuous improvement
  • Initiative and ownership with a self-starter mindset

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Customer Success, Service & Operations,
    Role Category: Operations
    Role: Operations Manager
    Employement Type: Full time

    Contact Details:

    Company: Expedia Group
    Location(s): Noida, Gurugram

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    Keyskills:   operations management operations gds operations leadership change management communication skills

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    Expedia

    About UsOur mission is to revolutionize travel through the power of technology.Collectively , the Expedia , Inc. brands cover virtually every aspect of researching , planning , and booking travel , from choosing the best airplane seat , to reading personal travel reviews of hot...

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