Senior Manager, Contact Center Operations

Senior Manager, Contact Center Operations



New York, Norwalk

Career Track

Customer Care

Senior Manager, Contact Center Operations

Senior Manager, Customer Care Operations

This role is eligible for our five-day flex office work model.

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

Priceline is looking for a highly motivated and positive individual to supervise the operational processes specific to Business Operations, Customers Escalations, and Supplier Relations. This role resides within but requires working across multiple businesses within the Booking Holdings portfolio and brands. This position will also be responsible for performance oversight of our GDS providers, and other various business units. The focus will be on advocating for both partners and providers, while also helping to reduce friction points that have an impact on overall key performance indicators.

In this role you will get to:

  • Realize demonstrable, positive impact to the business by solving customer friction points

  • Handles all facets of customer retention (CRM) including participating in the resolution of customer concerns, defining, and developing a customer contact strategy

  • Analyze operational processes and procedures and conduct assessments to find opportunities for service delivery improvements

  • Leverage deep dive findings to develop customer service department procedures and/or improvements

  • Attend various Sprint planning and quarterly prioritization meetings to streamline the completion of topics requiring attention, as well as impart the appropriate sense of urgency on ticket assignment

  • Improve systems and operational controls by studying current practices, analyzing data from disparate sources, then design and recommend modifications

  • Design and implement reporting dashboards that prove critical to making informed business decisions

  • Develop a team scorecard to measure productivity and effectiveness, including KPIs such as, but not limited to, Successful Close Rate; Timeliness to Resolution; and Cost Avoidance

Who you are:

  • 5+ years contact center operations leadership experience

  • Ability to influence others to achieve results

  • Project Management / Six Sigma experience considered is a plus

  • Effectively connect with individuals at all levels internally and externally

  • Ability to process multiple sources of information to arrive at sound decisions, solutions, and recommendations to business problems

  • Must possess excellent customer service, follow up, and organizational skills

  • Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment

  • Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.

  • The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential. 

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $105,000-$130,000 USD