Insights Operations Manager

Job Description

Insights Operations Manager

The Operations Manager will lead the daily operations for the real time management function. They will support the operations team in the areas of real time performance, system monitoring, customer impact analysis and serve as the customer concern point for contact center platform blocking issues and collaborate closely with DevOps teams and other critical partners. They will manage a team of Operations Analysts who supervise key operations functions, support key applications and voice/conversation platform and associated elements in a 24x7 environment. They will also be responsible for detecting customer friction through various dashboards, metrics and data to help drive improvements to the customer experience, product or feature for voice/conversation platform. This position works under minimal direction and relies on experience and judgment to plan and accomplish departmental goals. This position will also create an environment of inclusiveness, trust, motivation, and excellence.

What you'll do:

• Act as the primary point of contact in North America real time operations for questions or performance concerns on service delivery
• Drive creation of quality initiatives, process change and other key initiatives to enable operations team to meet and exceed business goals
• Partner with cross functional leaders in EMEA and APAC to ensure standard methodologies are practiced and shared across organization
• Make decisions that have impact on the success of department and/or other functions within the organization
• Responsible for recruitment of new staff, performance improvement plans, and terminations as required
• Assist in staff professional development and growth
• Responsible for setting and clarifying requirements and expectations for staff. Measure performance; provide timely feedback and hold staff accountable for their performance and the performance of their department
• Partner with management to define, implement, and communicate operational policies and procedures
• Facilitate ongoing communication within the department related to new technology, products, and procedures to achieve goals and/or objectives
• Ensure staff is accurately performing real-time monitoring of critical business operations and performance indicators at interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
• Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long term strategy to key partners
• Lead team to identify customer issues through data analysis. Perform cost saving analysis and make recommendations for improvements
• Analyze Partner forecasted data and compare it to actual data on a frequent basis to identify areas of concerns or cost savings for Expedia
• Ensure staff act swiftly and aid with all service restoration efforts for any system disruptions that adversely affects contact centers ability to serve customers
• Ensure staff recognizes and initiates blocking issue response for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications
• Ensure staff aids with the monitoring of world events for crisis situations that impact the business

Who you are:

• 5 years of management experience within Contact Center, Production Operations Center, and/or Technical Help Desk environments
• Deep customer service experience in a contact center, command center or support environment
• Experienced leading disparate teams in an ambiguous environment with high degrees of change
• Sees strategic trends across large sets of insights/data but also rolls up their sleeves and improves data on individual insights as they're detected
• Ability to translate broad strategies into specific operational plans. Ability to assess, write, and present business process improvements and procedures
• Prioritize multiple, simultaneous projects, problems or tasks with critical achievements and produce quality results
• Work on problems independently with accurate communication to management
• Able to focus on immediate issues/current department state while simultaneously planning for department future state
• Possess excellent written, verbal, comprehension and interpersonal skills. Ability to collaborate with global teams and departments
• Possess a high degree of motivation, confidence, influence, and tact
• Able to work with innovation and flexibility in a fast-paced environment, where new process, functions can be introduced frequently, while ensuring organizational and goals are met
• Critical problem solver who can contribute to meaningful assignments in a critical environment
• Flexible working hours to cover all times for support if needed in a 24x7 environment
• Experienced with software applications including MS Excel. Knowledge in eWorkforce Suite
• Able to partner with employees at all levels of the organization and work with a variety of people from diverse backgrounds as well as maintain confidentiality.
• ITIL experience/knowledge or certification a plus

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are a global 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 bring the world within reach – 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 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.comTM, Expedia Local Expert®, Expedia CruisesTM and SilverRail Technologies, Inc. For more information, visit www.expediagroup.com.

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.