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Customer Experience Manager, APAC



Customer Service
Multiple locations
Posted on Wednesday, April 3, 2024

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Customer Experience Manager

The Customer Experience Team defines how the network of Trusted Travel Advisors helps travelers at every step of their travel experience. In Customer Experience & Operations, our focus is to build scalable solutions for our network of Contact Centers. We contribute to craft the product vision and strategy which will directly impact our travelers across EG’s travel brands. Every traveler interaction is important and with the use of data insights and analysis we create a culture of continuous improvement to drive impactful recommendations to improve the customer experience. We proactively explore ways to deliver an effortless and a more valuable experience for the next traveler. Responsibilities range from analyzing performance, market trends, training needs and implementing strategies to reach targets.

What you'll do:

  • Effectively communicate customer engagement mission and vision to internal and external audiences

  • The Customer Experience Manager is responsible for providing guidance to the team that performs RCAs to identify reasons for fluctuations against trends & KPIs

  • Build out playbooks for proactively raising issues/bugs and BAU opportunities for brand sites, agent tools and other teams in Expedia Group with the objective of reducing traveler effort & growing efficiency

  • Actively contribute to the successful implementation/adoption of all new products, policies, processes and tools

  • Supervise the successful implementation of policies and procedures, holding contact center vendors accountable for following them consistently

  • Provide SME and/or deep insights and contribute to X-team swarms with actionable recommendations based on data insights and analysis

  • Help build the framework to ensure that changes are understood and reinforced

  • Effectively communicate the expectation levels and vision of the team

Who you are:

  • 3+ years of operational management experience in a dynamic and complex customer care environment

  • 1+ years leading teams in a customer service environment demonstrating great communication skills and strong leadership experience

  • Ability to effectively manage, motivate and influence teams individually and through others

  • Demonstrated efficiency working in a highly matrixed organization

  • Experience and proven success in developing and meeting/exceeding KPIs and SLAs

  • Experience working in a heavy data environment and being able to interpret and present clear and thoughtful analysis and actions with a keen eye for detail

  • Proficiency in MS Office with experience in analysis, research, and building business cases

  • Excellent collaboration, communication and presentation skills

  • Proven business, leadership and performance management skills

  • Travel or Ecommerce experience preferred; working knowledge of GDS preferred but not required

  • Ability to map cross functional and detailed complex processes

  • Exceptional organization and time management skills

  • Used to working as a lead and/or member of projects

  • Experience working on projects or initiatives with geographically distributed teams and vendors is preferred

  • Proven ability to work autonomously in high pressure/demanding team

  • Proven change management experience

  • High energy and a positive outlook with the passion to make things better at every opportunity

  • Take initiative, ownership and be a self-starter

  • Native Japanese speaker

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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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