Expedia Group brands power global travel for everyone everywhere We design cutting-edge tech to make travel smoother and more memorable and we create groundbreaking solutions for our partners Our diverse vibrant and welcoming community is essential in driving our success Why Join Us To shape the future of travel people must come first Guided by our Values and Leadership Agreements we foster an open culture where everyone belongs differences are celebrated and know that when one of us wins we all win We provide a full benefits package including exciting travel perks generous time-off parental leave a adaptable work model with some pretty cool offices and career development resources all to fuel our employees passion for travel and ensure a rewarding career journey We re building a more open world Join us Make an Impact As a Manager in our Customer Experience Vendor Operations team you ll play a pivotal role in shaping the experience of millions of travelers worldwide You ll be responsible for managing large-scale outsourced contact center operations driving performance and ensuring our partners deliver exceptional service This role is ideal for a seasoned operator who thrives in dynamic environments and is passionate about improving customer journeys through data-driven insights and operational excellence In this role you will Manage vendor operations across large-scale outsourced contact centers 600 agents ensuring consistent delivery of KPIs such as NPS AHT and cost per contact Build and maintain strong relationships with BPO partners ensuring proactive escalation of issues and continuous improvement of tools processes and customer experience Analyze customer journeys by product intent and channel to identify optimization opportunities and reduce customer effort Represent the team in cross-functional initiatives and act as a subject matter expert in customer experience and vendor operations Drive operational excellence by understanding Expedia Group s tools policies and processes and implementing scalable solutions Use data to inform decisions correlating actions with measurable improvements in customer satisfaction and operational efficiency Contribute to business continuity planning ensuring readiness and appropriate handling of incidents Support a culture of excellence balancing business outcomes with employee well-being and development Experience and Qualifications 7 years of experience in customer experience operations or vendor management ideally within tech travel telco or hospitality industries Proven track record managing large-scale operations 600 agents preferably across multiple regions Proven ability to manage vendor relationships with contractual oversight performance scorecards and service-level agreements SLAs Led process optimization initiatives that resulted in measurable improvements in key metrics such as Net Promoter Score Average Handle Time Cost per Contact and First Contact Resolution Proficiency in CRM Platforms and Workforce Management Systems Strong analytical skills with the ability to interpret data and connect actions to business outcomes Demonstrated ability to solve complex problems drive change and influence cross-functional teams High emotional intelligence humility and a continuous learning mindset Entrepreneurial spirit with a bias for action and a passion for improving customer experiences Comfortable working in a fast-paced global setting with a strong focus on results and collaboration LI-DNI Accommodation requests If you need assistance with any part of the application or recruiting process due to a disability or other physical or mental health conditions please reach out to our Recruiting Accommodations Team through the Accommodation Request We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes TIME Disability IN and others Expedia Group s family of brands includes Brand Expedia Hotels com Expedia Partner Solutions Vrbo trivago Orbitz Travelocity Hotwire Wotif ebookers CheapTickets Expedia Group TM Media Solutions Expedia Local Expert CarRentals com TM and Expedia Cruises TM 2024 Expedia Inc All rights reserved Trademarks and logos are the property of their respective owners CST 2029030-50 Employment opportunities and job offers at Expedia Group will always come from Expedia Group s Talent Acquisition and hiring teams Never provide sensitive personal information to someone unless you re confident who the recipient is Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact Our email domain is expediagroup com The official website to find and apply for job openings at Expedia Group is careers expediagroup com jobs 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

📌 Manager, Customer Experience (Haryana)
🏢 Expedia Group
📍 Haryana