Expedia Service Delivery Manager
The Service Delivery Manager (SDM) will be
responsible for the quality and operational efficiency of the customer
sales and support experience across all Expedia Inc brands in Lisbon.
The SDM will work closely with Expedia line of
business owners to ensure complete understanding of business
requirements and expectations and then work directly with the support
centers to ensure flawless execution. This position will require travel
up to 50% of the time.
Responsibilities:
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.
To apply, please click here.
Responsibilities:
- Managing Customer Service & Sales Operations for all Expedia Inc brands in Lisbon
- Ensure delivery of contracted and agreed to SLAs & KPIs – Execute on key initiatives as agreed with core operations & project team
- Ensure vendors are performance managed to consistently achieve SLAs & KPIs
- Analyze daily, all reports/data pertaining to customer service/satisfaction performance and to sales/revenue performance and identify non-favorable performance areas assigning remediation plans and follow up from support centers as appropriate
- Ensure communication with the core operations team and keep them informed regularly on operational performance and customer/agent feedback
- Extensive experience working in or with a contact center environment
- Travel background preferrable
- Demonstrated ability and experience to develop and improve operational infrastructure
- Strong analytical and statistical process control experience
- Strong written and verbal communication skills
- Self-motivated and self-managed with a strong work ethic
- Ability to work as a strong influencer in matrixed environment
- Ability to remain flexible in a fast-paced and rapidly changing environment.
- Clear passion of driving for results
- Experience in using performance management preferably in an outsourced work environment
- Exceptionally strong internal and external customer focus
- Solid leadership skills
- Conversationally fluent in English; Portuguese desirable
- University degree or equivalent work experience
- Customer Service Oriented
- Able to manage multiple priorities
- Self reliant and disciplined work style without close management
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit http://bit.ly/expediabrands to learn more about our travel brands.
To apply, please click here.
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