Sr. Director, Support Services
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
This individual serves as the senior leader over all support functions within Customer Care including Quality Assurance, Workforce Management (Forecasting, Planning, Real-time Adherence), P&L management, and Training. The primary customer for this team is the Operations team however there are multiple dotted line relationships throughout the department and larger enterprise.
In this role you will get to:
Put the customer at the center of everything we do.
Develop and implement a strategic vision for the Customer Care Support Services organization, continually improving the value it adds to its customers
Lead, manage, and develop a team dedicated to improving all dimensions of the functional areas represented by Support Services – WFM/Forecasting & Planning, WFM/Real-time adherence, Financials, Training, and QA
Lead and develop trainers, facilitators, instructional designers, and people managers within the Training organization; oversee accuracy and effectiveness of all Customer Care training curricula; develop and deploy a Customer Care career pathing program
Lead and develop Workforce Managers in forecasting/planning as well as real-time adherence functions. This team is also responsible for developing and publishing financial forecasts including budgeting, invoice processing, and updating periodic guidance with a high level of accuracy.
Lead and develop Quality Assurance managers to develop a world-class QA operation
Continually drives business improvements by bringing forward actionable insights to counterparts in the enterprise
Effectively lead remote teams in a multi-site, multi-national, multi-cultural team environment
Fully own all aspects of the agent experience & lifecycle, including training, new hire attrition, quality, career pathing, and skill development.
Who you are:
Bachelor’s degree required;
Minimum 3 years experience managing:
3rd party (outsource) relationships
Multi-site operations (preference if experienced in multi-national environments)
Minimum 10 years experience working in a medium-sized call center environment (1000+ seats) that includes:
Strong knowledge of contact center training best practices including optimal blending of modalities necessary to attract and engage today’s workforce for both Sales and Service teams
Architect and maintain an LMS environment (Litmos preferred)
Experience with Elearning tools – Camtasia, Articulate360, Captivate
Experience creating and maintaining a scalable training curriculum;
Experience in best practices for contact center QA programs
Workforce Management Operations – both planning/forecasting and real-time adherence
Modeling ad hoc scenarios such as service level changes, impacts from policy adjustments, new product launches, etc.
Contact Center Financial Planning – budgeting, financial forecasting, and producing periodic guidance updates
Contact Center Analytics – understanding and surfacing pattern trends in the operation that may signal an improvement opportunity
Experienced in both Service and Sales environments
Strong organizational skills
Inspirational leader and motivator;
Experience building, leading and mentoring a team;
Strong analytical skills;
Demonstrated process improvement methodology and results;
Expert at delegation and prioritization to meet deadlines;
Excellent communication skills for any audience from entry-level agents to CEO;
Demonstrate effectiveness at achieving results through others;
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. It’s therefore essential that you also meet our high standard of ethics, honesty, transparency and compliance.
Who we are:
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
If you want to be part of something truly special, check us out!
Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.