Implementation & Operations Manager

Implementation & Operations Manager

R4644

Location

Toronto

Career Track

Product Mgmt & Design

Implementation & Operations Manager

This role is eligible for our hybrid work model: Two days in-office.

Come be a key part of our Ancillary Products team as the Implementation and Operations Manager for our growing suite of ancillary travel products.

Why this job’s a big deal:

At Priceline (part of Booking Holdings alongside Booking.com, Agoda, KAYAK, and others), our mission is to be the best travel dealmakers in the world. We provide our customers with thoughtful and easy ways to unlock huge savings on hotel rooms, flights, rental cars, vacation packages and cruises, so they can be there for the moments that matter most to them. Ancillary products play an integral role in ensuring they get the best deals, provide flexibility with last minute changes, and provide peace of mind that their investment and trip is protected.

In this role you will get to:

You will be responsible for coordinating with various teams across the organization to run, implement and supervise product performance for operational excellence for the Ancillary Products team. You will be the operational expert of the technical connections, data exchange and performance of our ancillary products, and serve as the primary liaison between the Business, Product Management and Technical teams on all operations. This role will engage our various third-partner partners and internal Product to handle product implementations from inception, communicate effectively with multiple collaborators to ensure downstream and upstream impacts are thoughtfully considered, and implement performance monitoring to ensure consistent operational excellence. The role will involve taking large amounts of information, breaking it down to be easily understood, and presenting it clearly and concisely.

Who you are:

The ideal candidate has a passion for travel, is very well organized, and is a stickler for detail. Must be an excellent communicator who can articulate well to technical and non-technical audiences. A candidate with strong organization, communication and influencing skills, change and project management, eye for business, balancing multiple priorities and experience with systems implementations, are vital for this role. This position reports to the Senior Director of Ancillary Products and is an individual contributor.

Responsibilities:

  • Work with Product, Technology, Fintech and Customer Service teams to influence and craft the product strategy and roadmap, motivate change for key issues, and prioritize product change requests based on issue volume, customer impact, revenue impact, and other relevant metrics.

  • Aggregate and analyze product performance and customer issues using internal tools, customer complaints, and queries of all available data sources to collect user insights. Identify performance issues quickly and coordinate with respective teams to ensure issues are fully resolved both internally and with any impacted customers.

  • Collaborate closely with Product and Technology teams to ensure operational processes are factored into new product plans and designs, and to integrate solutions to identify user experience issues in upcoming versions.

  • Understand and communicate all upcoming product features and user experience changes to key partners like Finance, Customer Care and Product teams.

  • Build and maintain the operation and governance processes to supervise performance and ensure compliance of highly regulated products. Identify the appropriate tools to carry out quality assurance to ensure the highest quality and performance for our proprietary platforms.

  • Crafting workflows and process improvements to drive efficiencies.

  • Act as the first line of product support for both internal and external teams.

Qualifications:

  • Bachelor’s Degree or higher in Computer Science, Management or Business Administration

  • 5+ years of experience in one or more of the following areas: Digital Product Operations, Product or Technical Management, and/or Software Developer role.

  • Work collaboratively as part of a cross-functional team and ability to participate in both technical and non-technical discussions

  • Highly analytical, able to break down a problem and decide on a plan of action

  • Ability to handle and deliver multiple projects simultaneously, in a high-paced environment

  • Excellent communication skills, both written and verbal, with the ability to present sophisticated information in a clear and concise manner

  • Competence in composing SQL queries and analysis

  • Proven history of living the values meaningful to Priceline: Customer, Innovation, Team, Accountability and Trust. Unquestionable integrity and ethics.

Desired Qualifications:

  • Experience in working in a Fintech, travel insurance or payment products a plus.