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Sr. Manager - Customer Operations

United States - Washington - Seattle

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Expedia

The Commerce Customer Support Manager will play a meaningful role in providing payments solutions for the travel market.  Expedia Group is responsible for enabling $90 Billion of customer and supplier payment services for a portfolio of global online travel brands under Expedia Group.  To date our transactional capabilities are clearly leading the travel industry.  And while our technology and products have initially been built to power some of the industry’s leading brands, their ambitious strengths represent a compelling opportunity to broaden Expedia Group’s reach in the ecosystem of travel providers.  Join a nimble and mighty team at the forefront of travel plus payments technology development and experience this transformational journey.

This position will be responsible for the customer support operations functions of our commercial payments business throughout the customer lifecycle – sales & contracting, onboarding, ongoing processing and operations and offboarding.  This position will coordinate the customer support functions across our Commerce Teams, our supporting Expedia Group teams and with our partners. 

As a key member of the eCommerce Platform (eCP) Commercial Products group, your role will be critical to building, improving and scaling payments related operations functions to power the $2T travel industry.  You will work collaboratively across Sales, Product, Technology, Business Operations, Compliance Operations, Risk (Fraud), Payments, and Expedia Group Channel Partners to ensure a high quality and efficient Customer Support capability.  This role will report to the Director of Commerce Business Operations for the eCP Commercial Products group.

WHAT YOU WILL DO

Implement, operate and manage our Customer Support functions across the full customer lifecycle  

  • Business development, sales and contracting
  • Customer Onboarding
  • Ongoing Operations – for Risk & Fraud, Payments & Payouts, Chargebacks and back office business functions (e.g., Collections, Write Offs, Accounts Payables, etc.)
  • Customer Offboarding
     

Implement, operate, manage and optimize our end to end Customer Support ecosystem across the major touchpoints

  • Customer Self Service (e.g., via our customer portal)
  • Agent to Agent Support (Tier 1 Agent & Tier 2 Supervisor - call center capability)
  • Advanced Business & Technical Support (Tier 3 advanced customer needs & issues, or those escalated from our Self Service or Agent to Agent channels)
  • Work with our internal business and technical teams to resolve customer issues (e.g., Onboarding issues, Risk / Fraud, Compliance Ops, Payments and Payouts, Customer Reporting, Invoicing / Collections, Accounts Payables or technology teams)
  • Coordinate issue / resolution across our customer and ecosystem partner’s customer support functions (e.g., merchant customer’s or enabler platform partner’s customer support and or operations functions)
  • Account Management / Sales

Define, measure, manage and optimize key Customer Support metrics, such as:

  • Customer satisfaction (external and internal) and partner satisfaction
  • Adherence to service levels
  • First contact resolution, root cause elimination, evolving the mix toward the most cost effective / fastest resolution support channels (e.g., self service via the Portal), etc.
  • Resourcing (staffing, investment, operating costs)
  • Standard approaches and metrics to manage internal teams, insourced functions and outsourced functions

Impact assess and plan for the support of enhancements to our commercial business, working with our leadership, sales, product, finance and technology teams

WHO YOU ARE

Professional experience:

  • Proven multi year track record with building and scaling a fast paced, flexible B2B customer service ecosystem
    • Deep experience with Self Service, Call Center and Advanced Customer Support functions
    • Understanding industry benchmarks and best practices and developing customer support objectives, strategies, tactics, operational metrics and financial and implementation plans
    • Operating these Customer Support functions efficiently and with high quality, with a focus on continuous improvement
    • Recruiting, staffing, training and coaching the Customer Support team members
    • Scaling and growing these functions (e.g., for the volume of customers, expanding globally, supporting new features and functions for our commercial offer, etc.)
  • Familiarity with customer support processes, tools, root cause elimination approaches, automation / technologies for improvement and third party customer support related vendors  
  • Demonstrated team leadership & coaching skills in a high responsibility / low authority environment
  • Strong cross functional alignment and teaming skills
  • Payments Industry and / or Travel Industry experience is a significant plus

You will fit this role if you have:

  • Passion for Results:  Maintain high standards for the individual, team and organizational accomplishment.  Tenaciously work to meet or exceed challenging goals.  Derive satisfaction from goal achievement and continuous improvement.
  • Communication and Influence Skills:  Clearly and succinctly convey information and ideas to individuals and groups; communicate in a focused and compelling way that draws and holds others’ attention.  Create and execute influencing strategies that persuade key partners to take action towards advancing shared interests and business goals.  Balance results with relationship.
  • Analytical Skills:  Secure and compare information from multiple sources to identify core issues.  Commit to an action-plan after weighing alternative solutions against decision criteria.  Enthusiastically and quickly make sense of complex issues.  Respond effectively to complex and ambiguous situations.
  • Eye for Business:  Demonstrate a keen understanding of basic business operations and the organizational levers (systems, processes, departments and functions) that drive profitable growth.  Draw from personal experience to quickly evaluate business plans and processes to identify data or recommendations that need further investigation.
  • Decision Process:  Use a factual approach to decision-making by systematically collecting valid and reliable data.  Rely on the data rather than on emotions.  Have the backbone to disagree and commit to the decisions towards better business outcomes.

OTHER REQUIREMENTS

  • Bachelor's degree in Business, Economics, or equivalent required; MBA from a premier program preferred
  • 5+ years of B2B Customer Support management experience
  • Location:  Seattle, WA USA

WHY JOIN US

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
APPLY NOW

R-49648

Job Category
Customer Service Group

Job Function
Contact Center Management

Locations
United States - Washington - Seattle
United States - Texas - Austin
United States - Missouri - Springfield

Job Type
Full-Time Regular

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