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3.8

based on 289 Reviews

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68 Expedia Group Jobs

Operations Manager

Expedia Group

 · 

3.8

 based on 289 Reviews

5-8 years

Gurgaon / Gurugram

1 vacancy

Operations Manager

Expedia Group

posted 4hr ago

Job Role Insights

Flexible timing

Key skills for the job

Operations GDS Operations Management Change Management Communication Skills

Job Description

  • Operations Manager
  • The Customer Operations Team plays a pivotal role in defining how a network of Trusted Travel Advisors supports customers at every step of their travel journey
  • In Customer Operations, the focus is on building scalable solutions for a diverse network of Contact Centers
  • By collaborating with CPCE teams and CC Partners, the team contributes to crafting a product vision and strategy that directly impacts customers across Expedia Groups travel brands
  • Every customer interaction is significant, and by leveraging data insights and analysis, the team fosters a culture of continuous improvement
  • This drives impactful recommendations to enhance the Customer Experience Partnering with Prevent and CX, the team proactively explores ways to deliver a seamless and valuable experience for travelers
  • The Operations Managers primary responsibility is to ensure that a segment of business support (product, channel, language, etc) meets goals that contribute to the success of the Operations Management Team
  • What You'll Do
  • Effectively communicate the Customer Engagement mission and vision to internal and external stakeholders, including teams, CC Partners, PM, and Expedia Group leadership
  • Monitor and ensure KPIs are met, contributing to overall Customer Engagement goals
  • Perform Root Cause Analysis (RCA) to identify reasons for deviations in trends and KPIs
  • Deliver improvement opportunities for both internal and external users, including Trusted Travel Advisors and travelers
  • Collaborate with CC Partners to proactively identify and address issues, bugs, and opportunities in brand sites, agent tools, and processes, reducing customer effort and increasing efficiency
  • Provide actionable feedback to CC Partners on identified opportunities
  • Contribute to the successful implementation and adoption of new products, policies, processes, and tools by ensuring changes are clearly understood and reinforced
  • Ensure consistency in delivering policies and procedures
  • Build content for presentations and project updates as required by Operations Leadership Team (LT)
  • Provide Subject Matter Expertise (SME) and deep insights as needed
  • The manager in this role will work in PST time zone
  • Who You Are
  • 5+ years of operational experience in a dynamic and complex customer care environment
  • Proven efficiency in working within a highly matrixed organization
  • Demonstrated success in meeting or exceeding KPIs and SLAs
  • Experience working in data-intensive environments, with the ability to interpret data, perform thoughtful analysis, and take actions with a keen eye for detail
  • Proficiency in MS Office tools
  • Strong communication and collaboration skills, with demonstrated ability to work effectively in team and vendor-facing environments
  • Travel or E-commerce experience preferred; knowledge of GDS is advantageous but not mandatory
  • Outstanding organizational and time management skills
  • Experience managing projects or initiatives with geographically distributed teams and vendors
  • Proven ability to work autonomously in high-pressure, demanding environments
  • Change management experience, with a track record of driving successful transitions
  • High energy, a positive outlook, and a passion for continuous improvement
  • Initiative and ownership with a self-starter mindset

    • Employment Type: Full Time, Permanent

    Read full job description

    Prepare for Operations Manager roles with real interview advice

    What people at Expedia Group are saying

    Operations Manager salary at Expedia Group

    reported by 7 employees with 10-18 years exp.
    ₹20 L/yr - ₹30 L/yr
    127% more than the average Operations Manager Salary in India
    View more details

    What Expedia Group employees are saying about work life

    based on 289 employees
    84%
    80%
    63%
    85%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Expedia Group Benefits

    Free Transport
    Cafeteria
    Health Insurance
    Work From Home
    Team Outings
    Free Food +6 more
    View more benefits

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    Expedia Group Gurgaon / Gurugram Office Location

    View all
    Gurgaon / Gurugram  (1)
    Gurgaon / Gurugram, Haryana Office
    Expedia, 3rd to 5th floor, Tower C, DLF Cyber Park, Plot no 405B, ​​​​​​​Udyog Vihar, Phase III, Gurgaon 122008 Gurgaon / Gurugram, Haryana

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