Sr. Manager, Customer Experience

About the role

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.

What you'll do

• Oversee a multi-site network of external contact center vendors to promote operational efficiency, policy compliance, and adherence to defined customer processes
• Own vendor performance against key metrics such as resolution, handle time, customer satisfaction, quality, and service levels, find what drives changes in results
• Build working relationships with stakeholders, vendors, leaders, and business partners, and act as a trusted advisor who recommends solutions to meet business needs
• Review data and customer interactions (calls, chats, and cases) to find the root cause of problems, measure customer and employee satisfaction and program effectiveness
• Act as the escalation point for customer and vendor issues, lead the vendor response to service disruptions, and work with product, policy

What you need

• 8–14 yrs of experience
• SQL
• Reconciliation
• Communication
• MBA or BBA

Good to have

• Customer service