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Senior Manager, Customer Operations

Malaysia - Selangor - Subang Jaya

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Senior Manager, Customer Operations

We are looking for an experienced Senior Manager, Customer Operations to be part of our Service and Operations Vacation Rental team in Kuala Lumpur. The ideal candidate will have the right blend of operational, leadership and project management skills to build, manage and nurture a small team of customer service professionals, drive critical transformation projects and support the development of the long-term customer care vision of the business.

What you’ll do:

As a key member of the APAC Service and Operations leadership team, you will

  • Lead a team of customer service associates (English and Japanese speaking, inhouse and outsourced) to provide excellent service to our Vacation Rental guests and hosts across APAC. It is a small team, so we are looking for someone who can be hands-on when needed, but also run with a significant level of independence to develop and optimise organisational structures and processes.
  • Supervise and provide assistance by answering questions, giving feedback and providing guidance with subject matter expertise
  • Handle customer escalations effectively
  • work collaboratively with our learning, quality and product teams to ensure team members have the tools and training to do their jobs efficiently, advocate for enhancements and provide business requirements when changes are needed
  • Manage demand forecasting, capacity planning and scheduling processes to meet service-level targets
  • Advocate for process and policy changes that improve customer experience and innovate toward simplicity and scalability
  • Drive performance improvement and cost containment through identification and reduction of call drivers, detractor drivers, incidents and complaints
  • Represent the Service & Operations department on multiple cross-functional projects
  • Support strategic and tactical planning processes as well as weekly, monthly and quarterly business reporting

Who are you:

Here are some of the things we are looking for that will help you in this role:

  • You are passionate about travel, customer experience and operational excellence
  • You have 5 or more years’ managerial experience in a customer operations environment (incl. team building and mentoring), experience with outsourced teams is a plus
  • You have In-depth knowledge of customer service principles and practices, customer service software and CRM tools
  • You have strong analytical, organisational and data-led decision-making skills
  • You have excellent communication and presentation skills, you understand the why behind customer needs and are able to articulate it to others
  • You are able to collaborate and get results cross-team, in a complex working environment.
  • You value team diversity, communicate with empathy and act humbly
  • You have demonstrated success adjusting operations to business changes
  • You are able to balance operational optimisation needs and long-term strategic thinking
  • You can work flexible schedules as needed
  • You maintain calmness under pressure
  • Japanese language skills a plus
  • Travel industry experience a plus

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®, Vrbo®, Orbitz®, Travelocity®, Wotif®, ebookers®, CheapTickets®, Hotwire®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® Cruise® and SilverRail Technologies, Inc. For more information, visit www.expediagroup.com.

*LI-ET1

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.
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R-58686

Job Category
Customer Service Group

Job Function
Contact Center Management

Location
Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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