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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 cross-functional 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 trade-offs on time and resources when faced with conflicting demands and high-priority 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 0-2 years of experience with Master's
- Education
- Functional/ Technical Skills
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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™.
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