Identify root cause opportunities in our product, process and policy that drive customers dissatisfaction, demand and cost to the offline businesses
Work with internal teams to ensure those opportunities result in evolution and positive product, policy and process enhancements ultimately reducing the customers effort
Enable and promote self-service technologies for the Growth Markets at Expedia
Accountable for driving best in class Customer Experience whilst reducing customer effort
Responsible for the Global Customer Operations cost & revenue targets for the Expedia Asia & Air Asia Go (AAGo) Brands
Drive and own the offline satisfaction delivery model, continually driving CSAT, FCR and NPS
Work with GCO Product Team, Expedia Asia and AAGo Brand strategy leadership to understand activities impacting the offline businesses
Work with the Expedia Asia and AAGo Brand Regional Leadership to report on Global Customer Operations Performance & define opportunities for cost saving and revenue enhancements
Defining the sales and service customer experience by customer segments
Defining and driving cost/call and cost/transaction targets, revenue targets and customer satisfaction targets
Ensuring Expedia Asia / AAGo agent needs are integrated into online and offline technology plans
Coordinating and enabling new projects and initiatives
Providing operations expertise for planning and new initiatives
Experience and Skills Required:
Proven ability of using data to drive business improvement in a complex matrix organization
Experience in Online Travel, Lodging or Airline Operations
Customer Service and Sales Management experience required at Senior Manager / Director level
B2C experience and internal stakeholder-facing experience
Strong understanding of online retail, offline technologies and opportunities to enhance customer experience and revenues
GDS and Travel Retail knowledge preferred
A successful track record of executing on complex business projects, and leading cross-functional project teams.
Ability to communicate effectively at all levels, including concise verbal and written executive-level communications.
Strong quantitative skills. Comfortable with building and vetting complex financial, work force and operational models.
Able to travel frequently throughout Asia / Globe
Working knowledge of operational side of APAC social Eco systems (i.e. LINE, WeChat, etc) would be advantageous
Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.