Senior Manager, Service Delivery

Senior Manager, Service Delivery




Career Track

Customer Care

Senior Manager, Service Delivery

Senior Manager, Service Delivery 

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

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:  

We pride ourselves on building and maximizing partnerships at Priceline Partner Solutions. Through our vendor call centers and online support services, we help enable and support the delivery of exceptional travel experiences for our partners and customers so they can experience the moments that matter to them.  

You will be critical in ensuring exceptional customer service is provided to our PPS affiliates and customers. Your success will be achieved by ensuring our outsourced management teams have the tools, processes, training, and day-to-day operational rigor needed to deliver the desired experience. You will be instrumental in developing and managing relationships with operational vendor management teams to instill a culture that puts the customer at the center of what we do, drives continuous improvement, and implements actions to elevate the team's skills and execution level. 

This leader will also work closely with the Director of Customer Service to identify opportunities to implement technology and process enhancements to improve the Customer and Agent Experience. This individual will enjoy collaborating with experienced leaders in Training, QA, WFM, Technology, and Project Management teams to bring solutions from Ideation to Implementation. 

In this role you will get to:

  • Relationship Management

    • Build and cultivate robust relationships with Outsource Vendor Operational Management Teams and PPS Service Operations teams, understanding their needs and ensuring service delivery exceeds contractual obligations

    • Monitor vendor performance against established KPI’s and Quality standards; Identify gaps in execution and/or process and develop appropriate strategies to address 

    • Serve as point of contact for issues related to partner operational concerns, escalations, and act as an advocate to eliminate obstacles to service delivery

    • Responsible for the execution of various partner management cadences and business rhythms to drive execution

  • Continuous Improvement 

    • Leverage Feedback loops between Vendor Partners, Operations, Support Services, and technology groups to identify opportunities to enhance the Customer and/or Agent Experience 

    • Identify gaps in Internal Processes, offering solutions to simplify, improve efficiency, and drive Issue Resolution

    • Drive the implementation, adoption, and track outcomes of Technology enhancements, process improvements, and Training initiatives to validate outcomes achieved vs expected results

    • Challenge existing process flows and experience designs and collaborate with the internal operations team to evolve the experience by piloting new approaches or technology solutions 

  • Communication 

    • Effectively communicate with internal and external stakeholders, ensuring clear understanding of strategies, objectives, and actions to deliver on service expectations

    • Provide constructive and timely feedback to vendors on their performance, communicating both commendations and areas for improvement to achieve alignment with organizational goals

    • Report on business metrics to key internal and external stakeholders, providing insights and recommendations that go beyond the numbers 

    • Provide feedback, key learnings and share best practices with Outsource Vendors, Internal Service Partners, and leadership to ensure successful project plans and technology implementations

    • Collaborate with cross-functional teams, such as Training, QA, and Technology, to ensure alignment on vendor-related initiatives and activities.

  • Vendor Risk Management 

    • Ensure audits and controls are in place to meticulously monitor vendor activities, guaranteeing alignment with rigorous compliance standards, regulatory requirements, and internal policies

    • Establish and maintain a comprehensive system for documenting all vendor-related activities, audits, and assessments, ensuring the implementation of controls to mitigate risks to the organization.

  • Reporting

    • Proactively identify gaps in existing reporting structures and work to enhance and expand reporting capabilities to address evolving business needs

    • Collaborate with cross-functional teams to gather and understand reporting requirements, ensuring that data-driven insights align with business needs

    • Design and customize reporting dashboards to provide real-time insights into business performance, enabling informed decision-making by stakeholders at all levels

    • Create and develop reports that translate raw data into actionable insights, facilitating strategic decision-making and driving positive business outcomes

Who you are:

  • Bachelor’s degree in a relevant field and/or related experience

  • Has 5-8 years of professional experience in Operations Management, Vendor Management,  and/or Service Delivery roles

  • 3-5 years of experience in travel, e-commerce, healthcare, or retail industries is preferred 

  • Has 3+ years of people leadership experience in a customer service/contact center setting

  • Proven track record of identifying and implementing changes to processes or tools, resulting in increased customer satisfaction

  • Demonstrated people management skills that have motivated and enhanced personal performance and development 

  • Experienced with applying change management principles with internal and external teams

  • Applies Systems Thinking approach when problem-solving

  • Demonstrated ability to effectively organize, prioritize, and deliver work in a dynamic environment 

  • Working knowledge of SalesForce, HubSpot, and/or QuickBase CRM software

  • Demonstrates a high degree of professionalism, leadership, and initiative

  • Collaborative team player who likes to win 

  • 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.   

#LI-JB1 #LI-Hybrid

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 $90,000-$110,000.