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Service Manager

Austin, TX, USA
Posted on Thursday, November 30, 2023

Job Description

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Group is a leading global travel service provider comprising of, Ctrip, Skyscanner, and Qunar.

Across its platforms, Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Role Overview

The role falls under the region of APAC Service team which mainly provide service in Japan to Japanese speaking customers in all Lines of Business in As the service manager, you will play the critical role in the site, be overall responsible and accountable for the day to day operations over Japan CS center with around 100 in house employees based in Tokyo, Japan.

Key Roles and Responsibilities

Strategy implementation

1) Implement strategy of “Great quality and Globalization” in service team.

2) Continuously to improve customer experience by translating local customer voice into actions

Service Operation and Management

1) Based on deep understanding of all product and service, drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets

2) Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology

3) Develop effective workflow and channels with establishing and optimizing standard procedures and processes

4) Continuously seek to improve service performance by driving all kinds of improvement projects in service team

5) Ensure all necessary reports are true reflection of operation and available for regular business review

6) Identify issues and opportunities for improvement by analyzing root causes based on data

7) Conduct regular meetings effectively to discuss and address operation issues with stakeholders

8) Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met

9) Work closely with other customer service functions to ensure that the CS contact centers are well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives

10) Provide the insight and liaise with stakeholders in different format (e.g. reporting, business review) to timely address the issues and capture the improvement opportunities

11) Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc.

Financial performance:

1) Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing cost

Team building and development

1) Establish motivational organism to maintain high team morale and drive a high level of performance.

2) Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.

3) Develop and implement employee development plan and retention plan

Team Coordination

1) Work closely with internal partners from all supporting functions to ensure sufficient resources for service team, such as Global Operations, Total Quality Management, Service Procedure and Product, HR, Culture & Admin

2) Coordinate with local partners for effective support, including Admin & IT, HR

3) Work with BPO vendors on service delivery, regular business review and communication



1) Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.

2) Knowledge of employee recognition and reward practices

3) Strong conflict and problem-solving skills

4) Proven ability to effectively lead management team members

5) Ability to clearly communicate at all levels

6) Ability to perform duties with global vision and local insight

7) Ability to develop action plans through data driven analysis

8) Ability to generate and present proposals and reports on business operation

9) Demonstrated as integrity, accountability, professionalism

10) Fluent English skills both verbal and written

11) COPC,PMP, 6sigma experience is preferred


1) Proven record of success in customer service team management

2) Minimum of 10 years of contact center management experience

Work Relations

Regional Service Director

Line manager of this role, provides support and instructions to address operation problems, conduct performance review

Site General Manager

Dotted report line of this role, provides overall support for local issues related with branding, marketing strategy and compliance etc.

Operation Manager

Direct subordinate, provides real situation of operation status, team performance and projects implementation

Other Stakeholders

1) Global Operations: Workforce Management, Project Management, Business Analysis

2) Total Quality Management: Quality Assurance, Global Training

3) Service Procedure

4) Service Product

5) HR in shanghai office and regional and local site

6) Culture & Admin

Why Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What’s more?
  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
  • Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
  • We encourage flexible work arrangement
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click the link to learn more about What makes Group a leading global travel service provider?
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
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Have a good trip, and see you soon!