Expedia Customer Operations Manager (Brand) in Hong Kong, Hong Kong

Expedia

The Global Customer Operations team requires an entrepreneurial, globally-minded individual to work in the Hotels.com Operations Business Management team. This team is responsible for Global forecasting of all offline contacts across 55 POS, 21 languages with a variable spend of $74M per annum.

The team’s key focus will be on optimizing HWW’s operations, looking for efficiencies and / or quality improvement initiatives across our call-centre vendor foot-print and, call routing strategies. The team is also responsible for tracking and making process or policy recommendations to reduce leakage in Generic Refunds and coupons issued.

The team acts as the primary GCO interface to the brand marketing teams around the globe. Responsible for reporting/explaining all offline performance, developing remediation plans for unfavourable performance, seeking brand approval for process and policy changes, keeping the Brand team up to speed on all GCO Initiatives and ensuring the broader HWW and GCO teams are aware of all upcoming Brand initiatives that could impact the offline performance.

The role will need to work closely with the Operational Execution team to ensure any call-centre performance fluctuations are incorporated into the forecasting modules. The team will also focus on identifying and championing brand-agnostic opportunities to scale best practices efficiently and improve customer experiences.

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.

  • Posted 12 Days Ago
  • Full time
  • R-29517