Senior Manager, Customer Care Operations
Dallas, TX, United States
This role is eligible for our hybrid work model: 2 days in-office
Senior Manager, Customer Center Operations
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why This Job’s a Big Deal
The incumbent’s success will depend on their ability to achieve results by working through others – both internal counterparts and external points of contact located across multiple country geographies. This individual must continually monitor the business to identify, research, understand, adapt to and proactively communicate evolving trends, particularly those that present a risk to ongoing business operations.
In This Role You Will Get To
Operations Management – Oversee global contact center operations across multiple partner relationships and country geographies. As examples, this may include: incident management; intra-day monitoring; identify the need for, develop, and execute action plans using a forward-looking lens; ensure global alignment on direction given.
KPI Management – Read and analyze daily, weekly, and monthly reporting to evaluate achievement to goals. Where variances exist, partner with key stakeholders to develop action plans to return to acceptable performance standards and hold others accountable to results.
Operational Excellence – Cultivate close working relationships with peers across the organization to maintain expert knowledge in the day-to-day business.
Trend Analysis and Reporting – Prepare and present timely, accurate analyses to key stakeholders including leadership team, internal departments, external partners, etc.
Who You Are
5 + years in contact center management; multi-site and/or multi-channel (phone, chat, social, email, etc.) are preferred
Vendor management experience is required
Previous experience in the travel / hospitality industry considered an asset
Project Management / Six Sigma experience considered an asset
Demonstrated people management skills that have motivated and enhanced personal performance and development
Effectively communicate with individuals at all levels internally and externally
Solid analytical skills resulting in sound decisions, solutions and recommendations
Must possess excellent customer service, follow-up and organizational skills
Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.
There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.
The salary range for this position is $105,000-$130,000.
Who We Are
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Flexible work at Priceline
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
Diversity and Inclusion are a Big Deal!
To be the best travel dealmakers in the world, it’s important we have a workforce that reflects the diverse customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love you to join us and add to our rich mix!
Applying for this position
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