make
{big deal}
moments

Asia- Remote

Operational Excellence Manager

R3256

Location

New York

Norwalk

Career Track

Customer Care

Apply Now

Operational Excellence Manager

R3256

Location

New York

Norwalk

Career Track

Customer Care

Operational Excellence Manager

Priceline is looking for a highly motivated Operational Excellence professional with systems, process, contact center experience to ensure Priceline continues to deliver seamless, high-quality customer experience.

Why it’s a big deal:

This position is responsible for implementing new and retooling existing processes with a focus on efficiency. This individual must keep up to date with travel industry trends and  will need to apply their experience to resolve complex problems while simultaneously creating a better customer experience. The ideal candidate leverage evolving trends in technology and customer preferences to continually optimize internal processes & procedures.

In this role you will get to:

  • Identify and propose solutions, improvements, and automation to workflows that result in eliminating or shortening customer contacts

  • Create and document processes to support the implementation of new products, services, and initiatives

  • Identify and manage known issues through to a timely resolution

  • Develop solutions that minimize agent errors, customer friction, and system obstacles

  • Collaborate with key stakeholders across business units including Operations, Training, Quality, Workforce Management, and Product to deliver improvements, and launch new products

.     

Who you are:

  • At least 5 years of Contact Center process improvement and optimization experience required 

  • Travel agency experience strongly preferred – including understanding of flight, hotel, and/or car rental servicing

  • Six-Sigma certification preferred 

  • Experience mapping processes and workflows 

  • Project Management experience a plus

  • Excellent data analysis and reporting skills

  • Excellent organizational and communication skills

  • High level of independence, energy, and motivation

  • Creative, Innovative  – A visionary person with big and great ideas and the ability to execute them 

#LI = EH1

Apply Now
All material herein © 1998-2019 priceline.com LLC, all rights reserved | Privacy Policy | Equal Opportunity Policy | Help