Sr. Manager, Customer Experience

Job Summary

Introduction to team

This role sits on the Traveler Operations team within the Traveler Partner Services Platform (TPSP) organization. You will oversee Expedia Groups external contact center vendors so they operate efficiently, follow company policy, and follow defined customer processes. The team owns how our vendor partners perform for travelers across voice, chat, and back office channels, and works with product, policy, and knowledge teams to fix what drives travelers to contact us again. Your work improves the customer experience and supports top operational performance.

Responsibilities

• Oversee a multi-site network of external contact center vendors to promote operational efficiency, policy compliance, and adherence to defined customer processes
• Own vendor performance against key metrics such as resolution, handle time, customer satisfaction, quality, and service levels, find what drives changes in results, and agree remediation plans with vendor leadership
• Build working relationships with stakeholders, vendors, leaders, and business partners, and act as a trusted advisor who recommends solutions to meet business needs, reaches agreements that create value for all parties, and holds vendors accountable for agreed service levels and commitments
• Review data and customer interactions (calls, chats, and cases) to find the root cause of problems, measure customer and employee satisfaction and program effectiveness, and propose key performance indicators and recommendations that drive action, using analytics, automation, and AI tools to scale the work
• Act as the escalation point for customer and vendor issues, lead the vendor response to service disruptions, and work with product, policy, and knowledge teams to prioritize fixes to tools, processes, and policies
• Identify, size, and deliver efficiency and cost-saving opportunities, and partner with workforce planning and finance on forecasts, capacity, and targets
• Lead or take part in cross-functional projects by aligning timelines and milestones, spotting resourcing gaps, and adjusting plans to keep work on track, including getting vendor teams trained and ready when new processes, policies, or tools launch
• Prepare and present regular business reviews to senior leaders and vendor leadership, turning performance data into clear actions
• Apply knowledge of standard contract terms and conditions to answer vendor questions, validate compliance and invoice reconciliation so bills are processed on time, and advise on quarterly and yearly budgets
• Lead, coach, and develop team members and vendor leaders to improve performance, and implement improvements to the quality of products, services, and processes

Experience and qualifications

• You have a bachelors or masters degree in Business Administration, Operations Management or related technical field; or equivalent related professional experience
• You have at least 8 years of relevant experience in vendor management or contact center operations with a bachelors degree, or at least 6 years with a masters degree, including at least 3 years leading people or teams
• You have an in-depth understanding of vendor management processes, policies, and tools, including managing outsourced (BPO) partners across multiple sites or regions
• You have knowledge of contact center technologies and keep current with changes in the contact center industry
• You think analytically, solve problems effectively, and use key performance indicators to draw conclusions about trends, and you are comfortable working with large data sets in tools such as Excel, SQL, or BI dashboards
• You are proficient in written and spoken communication, pay close attention to detail, and stay well organized, and you can present clearly to senior leaders and influence partners where you have no direct authority.
• It's a plus if you have experience in travel or e-commerce customer service, or with automation and AI tools in an operations setting.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.