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.
Customer Care is all about providing great customer service in a cost effective way. In order to accomplish this goal, the Customer Care team of Priceline.com needs accurate and insightful reporting and analysis of data. Customer Care is a business function that is blind without this information to direct activities and decisions.
Reporting to the SVP, Customer Care, the Senior Manager of Reporting and Analysis will lead a team of her/himself and two others in providing the accurate reporting and analysis necessary to support the Customer Care team strategy and decisions that the 30 member CC team undertakes.
The successful candidate needs to be comfortable and capable working in a data intensive environment, and with the ability to turn data into insights and knowledge. She/he must be a capable people manager who can not only direct the team, but educate the team to make them better. She/he must have a general business mindset to understand how the reporting and analysis apply to the CC business needs. Importantly, she/he will need to have the ability to communicate well and build partnerships with teammates as a service provider to internal customers within the CC team and into other Priceline.com teams. A drive to succeed and a willingness to put in a full effort is a must.
This position requires both business insight and technical know-how in a variety of areas including Reporting Tools, data analysis methods, and strong SQL/database skills. This includes requirements gathering, investigating data and solution alternatives, working with other team members to design solutions, detailing source to target mappings or developing prototype code, quality assurance testing and working with team resources to implement final work.
The position requires both understanding how to design regular reports plus performing in-depth ad-hoc data analysis. This role serves as the lead subject matter expert for data analysis and reporting for the Customer Care team. The candidate will understand and anticipate business priorities and the required reporting and information/data needs. They will design and deliver high quality, professional business reporting across the organization – from frontline to executive leadership. They will organize, integrate, and analyze large amounts of data and think strategically to draw out big picture conclusions, correlations, and recommendations from data. They will also identify and analyze data/trends, building correlations between operational metrics that drive both strategic and tactical opportunities. Additionally, they will perform sampling/data mining analysis to identify root cause behind trends and understand drivers which impact the business KPIs.
Required Skills and Experience
Priceline is an equal opportunity employer in accordance with all applicable federal, state and local laws.