make
{big deal}
moments

Amsterdam

VP, Customer Care

R2088

Location

Norwalk

Career Track

Customer Care

Apply Now

VP, Customer Care

R2088

Location

Norwalk

Career Track

Customer Care

At Priceline, part of Booking Holdings, Inc. [NASDAQ: BKNG], we believe every trip is a Big Deal to our customers. Whether it’s a much-needed getaway, wedding, reunion, graduation, or rooting on a favorite team—those are the moments that matter.

Our mission? Be the Best Travel Dealmakers in the World. We provide our customers with smart and easy ways to access the very best deals available on hotel rooms, flights, rental cars, vacation packages and cruises, so they can be there for the moments that matter the most to them.

 

We do that by welcoming people who are at the top of their game, who want to learn and grow with others and who take their work seriously (but not themselves). We’re building a diverse and uniquely talented team to make sure our customers can be there for all those {big deal} moments. Come join us!

Priceline Core Values:

  • Customer – We put the customer at the center of everything we do.

  • Trust – We have the highest ethical standards supported by honesty and fairness.

  • Team – We embrace diverse teams that work together to exceed our goals.

  • Accountability – We take ownership of our individual and team commitments.

  • Innovation –  We drive innovation through focused learning and experimentation.

Job Description:

We pride ourselves on Customer Care at Priceline, and our team delivers the very best. Through our partner call centers and support services, we make sure customers are always looked after before, during and after booking a deal with priceline.  The mission and purpose of the Priceline Customer Care team is “We make travel challenges less challenging so that customers enjoy the moments that matter”.

We are looking for a dynamic leader to lead our Customer Care team.  The Vice President of Customer Care will be a highly motivated and positive individual that will oversee the critical functions within the Customer Care department.  

This position will be responsible to lead the day-to-day function of Customer Care, while building the future of the function as well.   The teams include Contact Center Operations, Learning and Development, Customer Experience, and Reporting and Analysis.  

Key Responsibilities:

  • Prioritization & Time Management– Self-manage multiple, concurrent deliverables and allocate your time judiciously to ensure commitments are met.

  • Communication – Set clear expectations with your team, stakeholders and senior leaders as to your vision of how you will effectively and efficiently complete your projects on time and on budget, and obtain the desired outcomes.

  • Process Optimization – Delve into processes, procedures, reference data, training, and other materials to identify and execute improvements.  Introduce innovation in both technical solutions and process improvements. Work across the Priceline organization to drive improvements in other functions that relieve customer confusion and contacts.  Devise solutions that will then be convincingly sold to senior leaders using both support data and excellent communication techniques.

  • Analytics – Gather and analyze various business metrics to identify customer and/or agent friction points then execute changes in order to facilitate the excellent customer experiences. Metrics include such measurements as phone and/or IVR reporting, booking counts, contact rate and reasons, financial trends, channel utilization (e.g. phone; messaging; chat; etc.), and system uptime trends.

 

Competencies:

  • Detail-oriented creative thought leader experienced in managing change and improvements.

  • Strong people leader to performance manage, motivate, and upgrade talent.

  • Conceive and implement a superior customer care strategy in order to ensure the delivery of superior customer experience.

  • Strong ability to thrive in a fast paced, constantly changing environments to recognize issues rapidly and act decisively.

  • Excellent oral and written communication with demonstrated experience in making presentations to customers, staff, and executive management.

  • Demonstrated experience with analytics, metrics, and data.

  • Relationship building ability that allows him/her to gather information from and influence an internal network.

  • Creative problem-solving skills that demonstrate the ability to work through complex problems and roadblocks.

  • Contract negotiation skills.

  • Learning on-the-fly when faced with new situations and technologies.

  • An innovation and continuous improvement mindset.

Qualifications:

  • 10+ years in a leadership role in Customer Care or Customer Support

  • Educational background in an analytical field, bachelor minimum/master preferred

  • Experience in managing, motivating, mentoring, & setting clear expectations to staff

  • Experience with an ecommerce organization

  • Project Management experience required

  • Effectively communicate with individuals at all levels internally and externally

  • Solid analytical skills which result in sound decisions, solutions and recommendations

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

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

  • Prior contact center operations experience in managing international outsourced contact centers are a must; travel industry experience is a plus

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

Priceline is an equal opportunity employer in accordance with all applicable federal, state and local laws.

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