Role Overview & Mandate
Executive Summary
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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
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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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
