Customer Service /Product Operations Manager (303529-787)
The Product Operations / Customer Service Manager reports to the VP of Operations and Customer Service and is responsible for managing sales and service operations to support the companys online hotel, vacations and rental car travel business for priceline and its affiliate travel websites. The manager is primarily responsible for supporting the implementation of new business initiatives (new travel partners, product and features, promotions), improving service delivery and controlling operating costs. Secondarily, the manager is indirectly responsible for driving agent performance through proactive management with our customer service centers to meet established key performance metrics. RESPONSIBILITIES: - Support new and ongoing business initiatives through the development and implementation of new content, policy, process design, and training to support customer service delivery teams. - Ensure new affiliate partner websites are in compliance with the companys operational requirements prior to launch through audit and quality assurance testing. - Interface and interact, as appropriate, with affiliate partners, third party vendors and service providers to support operations and customer service efforts. - Audit agent compliance with policy and business practices by performing quality assurance scans on inbound/outbound phone and/or email transactions and participating in calibration sessions with the contact center vendor. - Identify opportunities for agent up-training and to eliminate root cause of errors to minimize financial loss and customer dissatisfiers. - Troubleshoot system and operational issues with internal company teams (IT, Finance, Marketing). Track status and facilitate timely resolution of same. - Proactively look for ways to optimize current website/technologies/applications to improve service quality and the customer experience. - Prepare operational metric reports. Audit current procedures and customer feedback to evaluate the quality and efficiency of operations. - Lead periodic meetings with management to report on operational and service metrics and business initiative results.
Requirements:
Strong time management and organizational skill set, excellent written and verbal communication skills and superior follow-through skills. Ability to proactively drive change. Ability to manage multiple projects concurrently while still providing a high attention to detail and quality. Excellent analytical and problem solving skills with ability to think on your feet. Must be proficient in Excel (minimum intermediate level) and Word. May require travel up to 10% of the time.
Experience Required: Bachelors Degree required; Equivalent business experience may be considered. Call center supervisory experience (minimum 2-5 years) in an inbound/outbound sales or service environment a plus.
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