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 audiencesThe Customer Experience Manager is responsible for providing guidance to the team that performs RCAs to identify reasons for fluctuations against trends & KPIsBuild 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 efficiencyActively contribute to the successful implementation/adoption of all new products, policies, processes and toolsSupervise the successful implementation of policies and procedures, holding contact center vendors accountable for following them consistentlyProvide SME and/or deep insights and contribute to X-team swarms with actionable recommendations based on data insights and analysisHelp build the framework to ensure that changes are understood and reinforced Effectively communicate the expectation levels and vision of the teamWho you are:3+ years of operational management experience in a dynamic and complex customer care environment1+ years leading teams in a customer service environment demonstrating great communication skills and strong leadership experienceAbility to effectively manage, motivate and influence teams individually and through othersDemonstrated efficiency working in a highly matrixed organizationExperience and proven success in developing and meeting/exceeding KPIs and SLAsExperience 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 casesExcellent collaboration, communication and presentation skills Proven business, leadership and performance management skillsTravel or Ecommerce experience preferred; working knowledge of GDS preferred but not requiredAbility to map cross functional and detailed complex processes Exceptional organization and time management skillsUsed to working as a lead and/or member of projectsExperience working on projects or initiatives with geographically distributed teams and vendors is preferredProven ability to work autonomously in high pressure/demanding teamProven change management experienceHigh energy and a positive outlook with the passion to make things better at every opportunityTake initiative, ownership and be a self-starterNative Japanese speaker
