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Product agnostic - Customer Operations Manager

Posted 24 Mar 2024
Work experience
3 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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The Customer Operations Team defines how the network of Trusted Travel Advisers helps customers at every step of their travel experience.

In Customer Operations Management our focus is to build scalable solutions for our network of Contact Centers. In collaboration with the rest of CPCE teams and our CC Partners we contribute to craft the product vision and strategy which will directly impact our customers across EG’s travel brands.

Every customer 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 partner with Prevent and CX to proactively explore ways to deliver an effortless and more valuable experience for the next traveler.

The Customer Operations Manager primary responsibility is to ensure that a segment of business support (product, channel, language…) – is meeting goals that contribute to the success of Customer Operations Management Team.

What you'll do:

  • Effectively communicate around Customer Engagement mission and vision to internal and external audiences (team, CC Partners, P&M, EG…)
  • Monitor and ensure KPIs are delivered and contribute to the overall CE goals
  • Perform RCA to identify reasons for fluctuations against trends & KPI’s
  • Through the analysis of performance, quality results and feedback loops the Customer Operations Manager identifies improvement opportunities for both internal and external users (Trusted Travel Advisers and travelers)
  • Ensuring the CC Partners are proactively escalating issues / bugs and BAU opportunities for brand sites, agent tools and TPG with the objective of reducing customer effort & increasing efficiency
  • Actively contribute to successfully implement / adopt of all new products, policies, processes and tools
  • The Customer Operations Manager is responsible for accurately interpreting policies and procedures and consistency of delivery.
  • Share and present results to key stakeholders at defined frequency.
  • Provide SME and/or deep insights as appropriate
  • Ensure that changes are understood and reinforced

Who you are:

  • Operational experience in a dynamic and complex customer care environment
  • Demonstrated efficiency working in a highly matrixed organization
  • Experience and proven success in developing and meeting/exceeding KPIs and SLAs
  • Experience working in 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
  • Strong interpersonal skills and demonstrated ability working in a team and vendor facing environment
  • Excellent collaboration, communication, and presentation skills
  • Travel or Ecommerce experience preferred; solid understanding of GDS preferred but not required
  • Exceptional organization and time management skills
  • Used to working as a member of projects
  • Experience working on projects or initiatives with geographically distributed teams
  • Validated ability to work autonomously in high pressure/demanding team
  • Validated change management experience
  • High energy and a positive outlook with the passion to make things better at every opportunity
  • Take initiative, ownership and be a self-starter

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

Our aim is to revolutionise travel through the power of technology! We are the largest online travel company in the world. Our travel brands offer adventure seekers the world’s most comprehensive selection of exciting travel backed by industry leading technology and a worldwide team of passionate employees who focus on creating the best travel experience for our customers. We power…


Our aim is to revolutionise travel through the power of technology! We are the largest online travel company in the world. Our travel brands offer adventure seekers the world’s most comprehensive selection of exciting travel backed by industry leading technology and a worldwide team of passionate employees who focus on creating the best travel experience for our customers. We power bookings for some of the world’s leading airlines and hotels, top consumer brands, high traffic websites, and thousands of active affiliates through Expedia Affiliate Network (EAN).

We love solving problems and creating ideas. We want to push the frontiers of technology and find the smartest solutions using our collective intelligence to simplify big ideas, relentlessly seek out opportunity, take risks, act with speed, and always find a way to get the job done.

Expedia, Inc.’s companies operate more than 150 travel booking sites in more than 70 countries, including Canada, the United Kingdom, Germany, France, Italy, Spain, the Netherlands, Norway, Sweden, Denmark, Australia, Japan, and China so we’re truly global in our outlook. We are looking for people that can demonstrate a focus on innovation and a passion for seeking new opportunities. We work with many brands under Expedia so we’re looking for people that can show commercial acumen and spot those crucial opportunities for growth. Our people have a curious mind and the courage and passion to challenge the status quo.

IT
London
15,000 employees

What employees are saying

Lukas Gatzke

Market Associate

Lukas Gatzke

Last year I conducted my final internship as part of my studies for Expedia in the market management team in the London office. After my 6 month internship I got offered a permanent fulltime position as Market Associate.
As a market associate I have a portfolio of…

Cecile Tarr

Market Associate Intern

Cecile Tarr

Every day is different, you learn new things or meet new people. The best part about Expedia is the freedom you have when it comes to your creativity. Your manager is always welcoming new ideas and lets you try it out and if you are lucky, it gets implemented globally!