Operations Manager, Service & Operations, Cancun - S-95

Operations Manager, Service & Operations, Cancun - S-95

13 jul
Importante empresa del sector

13 jul

Importante empresa del sector



Operations Manager, Service & Operations Conventional Lodging

Expedia Group is currently looking for a motivated individual, with a bias to action, and who has an obsession for customer satisfaction to join our Service & Operations Contact Centre team in Cancun, Mexico.

The Service & Operations Team provides information, support, and training to valued property partners mainly based in LATAM and internal Expedia Group teams. With teams in more than 35 locations around the world, we are passionate about fast and effective operations with our primary goal of providing resolution the first time, every time.

We value learning and development and invest heavily in our groups to provide an extraordinary environment for growth and the ability to pursue your career dreams.

In this position, you will serve your team through open communication, setting clear goals and paths, and enabling collaboration with other teams to innovate standards and maintain high-quality content for both our newly acquired properties and our existing customer's needs. You will partner with Market Management and other Expedia Group internal teams to lead the team to provide inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers.

What you'll do:

Motivational leadership of frontline leaders in a high-volume atmosphere with strong partnership in delivering the right solution and a great experience for each unique partner/stakeholder

Ongoing training and career development for frontline leaders

Demonstrate superior coaching skills using the organization's people enablement framework and holistic performance philosophy

Supervise, track, and ensure Service Levels are achieved for inbound/outbound Telephony, Chat, Cases, and Structured intake

Monitor progress towards all performance metrics and ensure achievement (Including but not limited to) – Utilization, Occupancy, Partner Resolution, Associate Effort Score, Efficiency targets like THT and AHT. Etc.

Accurate reporting and tracking of operational performance; developing action plans, preparing, and hosting a Weekly Business Review for leadership and Stakeholders

Partner with Market Management teams to ensure operational support

Work with support teams on continuous improvement of processes and workflow analysis. Identify drivers and solve systemic issues negatively impacting partner and customer experience

Leadership by example – excellent service and partner support focus

Developing communication plans to ensure key partners are kept apprised of status and issues

Lead team in existing processes and urge out of the box thinking in order to drive improvement to all processes and procedures from the front line

Who you are:

Proficiency in English a must. Fluency in Spanish, Portuguese, or French a great to have

University Degree or equivalent related professional experience

Proven successful record of managing operations or call center teams

3-5 years experience in leading successful operational teams. Big plus for previous experience in leading frontline leaders

Experience in process development and improvement

Excellent communication and social skills

Strong analytical skills including trending, forecasting, financial and performance management

Demonstrated ability to work autonomously

Positive and solution-oriented attitude

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®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia GroupTM Media Solutions, Expedia Local Expert®, CarRentals.comTM, and Expedia CruisesTM.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50


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