Manager, 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 ensure our customers are cared for before, during and after booking a deal with Priceline; additionally, we apply that same level of care in supporting our sister brands as well.
Why this job’s a big deal?
Your success will depend on your ability to achieve results by partnering with others – both internal counterparts and external points of contact located across multiple country geographies. You will be evaluating the feasibility and compatibility of agent process proposals as well as raising concerns in a respectful manner when necessary. Finally, you will be responsible for continually monitoring the business to identify, research, understand, adapt to and proactively communicate evolving trends, particularly those that present a risk to ongoing operations.
In this role you will get to:
Strategic Planning – Understand the business plans of complementary teams then architect the Customer Care servicing strategy around those plans. This includes any changes in staffing requirements, bespoke language support, training, and technology.
Group Presentations – Periodically prepare and present a performance review of your assigned business portfolio as well as evaluations you’ve completed against servicing proposals.
Global Impact – Cultivate close working relationships with peers internally and in sister brand companies across the globe.
Know Your Business – Serve as advisor and SME to internal and external customers who rely on your guidance as they craft their own strategic plans.
Trend Analysis and Reporting – Prepare and present timely, accurate analyses to key stakeholders including leadership team, internal departments, external partners, etc.
Who you are:
Minimum 3+ years working in or managing an inbound contact center
Previous experience in the travel/hospitality industry servicing Air/Flight products is required
Demonstrated people management skills that have motivated and enhanced personal performance and development
Effectively communicate with individuals at all levels internally and externally
Solid analytical skills resulting 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
Stay abreast of industry trends, particularly around airlines and distribution systems
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.
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 laws.