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Customer Operations Manager I

3 months ago

Toronto, Ontario, Canada Expedia Group Full time

Customer Operations Manager I (Gurgaon)
Process expert responsible for continuous improvement of processes to deliver on operational and experience goals.

What you'll do:

  • Develops basic understanding of customer's organization, key offerings, and business goals
  • Learns about customer's key leaders/decision makers from internal customer relationship management system
  • Develops basic understanding of customer's industry and competitive market.
  • Understands the importance of maintaining ongoing business relationships with colleagues and external partners
  • Develops an understanding of the company's current tools and database system for records management
  • Demonstrates understanding of current records management procedures by assisting with compiling documentation
  • Assists with the maintenance of basic filing systems
  • Documents, evaluates, and inspects process for improvement and surfaces opportunities for improving operational productivity or customer* experience to team
  • Collects qualitative and quantitative data to determine areas of improvement
  • Inspects service failures to identify root cause and opportunities for enhancement
  • Participates in crossfunctional projects and teams as process expert
  • Assists in deployment of process or technology enhancements
  • Takes complex ideas or opportunities and translates them into business requirements for technology teams
  • Leverages multiple sources (e.g., reporting, feedback, testing, etc.) to evaluate improvements, stitching into cohesive business case
  • Sought out as functional expert by partners and other teams
  • Solid understanding of key functional KPIs
  • Comfortable pulling data from multiple sources to analyze for process improvement
  • Mentors team members and drives culture of continuous improvement
  • Participates in strategic planning to influence team priorities
  • Provides customers* with basic, standard information regarding products/offerings
  • Able to accurately journey map across product, intent, and platform offering
  • Contribute and develop summary of business performance to key stakeholders
  • Keeps management informed on progress to goal and status
  • Demonstrates ability to manage several tasks and meet deliverable deadlines
  • Uses judgement to determine the relative impact and urgency of individual tasks
  • Appropriately makes difficult tradeoffs on time and resources when faced with conflicting demands and highpriority deadlines

Who you are:

  • Bachelor's or Master's dergree in a related technical field; or equivalent related professional experience
  • 2+ years of experience with Bachelor's or 02 years of experience with Master's
  • Education
  • Functional/ Technical Skills

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.