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{big deal}
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Amsterdam

Senior Manager, Product Analytics, Customer Care

R2102

Location

Norwalk

Career Track

Customer Care

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Senior Manager, Product Analytics, Customer Care

R2102

Location

Norwalk

Career Track

Customer Care

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.

This analytically driven individual will be accountable for analyzing the present-state, developing alternative future-state approaches and facilitating implementations. As well as, developing and socializing potential risk mitigation strategies.

The Customer Care team at Priceline.com is looking for a highly versatile individual to join the Product & Customer Experience Team. Ideal candidate will have a passion for service and travel with experience in Customer Care and/or e-commerce. 

In addition of being self-reliant in a data-intensive environment, you will need to be equally comfortable communicating with our business partners, as you are talking with engineering in sprint teams. Be a dynamic candidate that is familiar with the Agile methodology who will rally the team and work in a highly collaborative environment. We are a lean team and there is no job too big or too small!

What You’ll Do:

  • Identify and analyze data/trends, building correlations between operational metrics that drive both strategic and tactical opportunities
  • Conduct quantitative and qualitative analysis which could drive business decisions and help improve the current state

  • Work with various agile teams across functional areas to improve upon Priceline’s customer centric approach.

  • Optimize all partner processes and ensure they receive equal service and satisfaction through professional and supportive interactions and effective resolution of escalated issues

  • Conduct ad-hoc analyses and deep dives as necessary to support customer care strategy agenda 
  • Help define story acceptance criteria, manage and prioritize the team backlog, and contribute to the overall team vision and roadmap.

  • Immerse in the product and competition to stay abreast of industry standards and trends, review best practices and recalibrate as necessary

  • Exhibit and demonstrate a track record of project and program management, bringing the ability to quickly put structure in place to manage tasks and related expectations

What We Are Looking For:

  • Strong analytical skills. Ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues. (data management, programming, statistics)

  • Ability to think critically and review what is being requested makes sense. Are there better ways to implement something? What is really being asked for, etc.

  • Takes responsibility for high quality results, “owning” assignments and projects, QA own work

  • Ability to quickly master the nuances of industry and functional challenges using a variety of data

  • An understanding of the e-commerce (mobile and desktop) landscape.

  • Experience working in the airline or travel industry a plus.

  • A self-starter who is confident and able to move multiple projects forward with little direction

  • Display a passion for coaching and developing delivery teams through leadership

  • Have excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders across the company to manage, inform and influence outcomes

  • Humility; a constant desire to grow and learn

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

Requisite Education and Experience / Minimum Qualifications

  • Master’s or Bachelor's degree in statistics, mathematics, business analytics or a related field

  • 7-10 yrs related work experience

  • Strong financial and operational experience required

  • SQL development and experience with Tableau 

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

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