Team Overview

The Lodging Operations team focuses on the customer and Expedia hotel partner (supplier) experience including efficient transaction processing and providing mission critical linkages between our customers, Expedia, and our suppliers (hotel partners).

Position Overview:

This position requires a results-oriented individual to be our on-site manager supporting Lodging Operations. Manager is responsible for daily operations and team’s performance metrics. This manager will initially staff and launch Expedia’s new multilingual APAC call center team. Once launched, manager is responsible for ongoing daily operations and management of team handling Guest Relocations, Supplier Training, Inventory Management, Single-Use Credit Cards, and Supplier Relations. Of note, this new team will be growing in responsibility and scope over time as Expedia gains confidence in this APAC operations center.

Responsibilities:

•This position is responsible for oversight of team: ensuring that process, policy, coaching, developing, and mentoring all align with Expedia goals; driving organizational strategy, focus, and direction; and leading a culture of continuous improvement.
•Develop the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all online and offline work queues
•Develop KPIs and reporting tools to measure operational effectiveness.
•Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards.
•Drive a culture of root cause analysis and continuous improvement
•Advocate for Lodging Operation teams: ensuring issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to suppliers and internal Expedia teams to bring satisfactory resolution to system (technology or human) failures
•Maintain balance between big picture and moving individual issues to conclusion.
•Provide feedback and input to continuously improve training curriculum and documentation of processes, particularly as this relates to new work added to the team periodically.
•Compile and communicate business intelligence on Lodging products, identifying trends and anomalies.
•Work to maintain a best-in-class Q/A and training environment that meets Expedia goals.
•Coordinate with Market Management teams and Lodging Operations coworkers to ensure best practices, reporting and results information sharing

Requirements:

•Proven Management experience
•Bilingual in local APAC language required (multilingual preferred)
•Highly proficient in English language skills (fluent written and spoken)
•Significant relevant experience in a Travel environment preferred
•Strong written and verbal communication skills
•Solid analytical skills, strategic planning, and business acumen
•Prefer management experience in a Call Center Customer Service environment
•Degree preferred
•Highly organized with the ability to easily multi-task
•Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement
•Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results
•Independently driven to learn new applications, technologies, and skills
•Experience in a dynamic, high volume environment
•Goal oriented, and uses data in decision making process
•Builds relationships that are meaningful in achieving results