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Director, Business Improvement & Product Integration. Job in London, United Kingdom in Expedia, Inc.. Nelest.com
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Director, Business Improvement & Product Integration

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Job ID:

22482

Location:

London 

Job function:

Product Development
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Posted:

03.08.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Director, Business Improvement & Product Integration

Job Description:

Position Overview: Director, Business Improvement & Product Integration Create and execute overall strategy with respect to Hotels.com GLOBAL CUSTOMER OPERATIONS Business improvement, loyalty, and the integration of Product initiatives/agent tools Responsibilities: - Work closely with VP Hotels.com GLOBAL CUSTOMER OPERATIONS, Brand and E COMMERCE PLATFORM strategy leaders on the annual strategic planning process for GLOBAL CUSTOMER OPERATIONS Hotels.com working across key stakeholder groups - Coordinate the ongoing Monthly, Quarterly GLOBAL CUSTOMER OPERATIONS Hotels.com strategic and tactical progress updates at Brand, GLOBAL CUSTOMER OPERATIONS and Regional levels - Support GLOBAL CUSTOMER OPERATIONS Hotels.com group in large scale project business case and pitches - Ongoing review the competitive landscape in regards to influencing the GLOBAL CUSTOMER OPERATIONS Hotels.com approach and long terms requirements - Develop strong relationships with the Hotels.com Brand Team leaders ,GLOBAL CUSTOMER OPERATIONS regional Senior Directors and other key stakeholders e.g., other brands BRAND EXPEDIA - Partner with the Brand Customer Experience Leadership and Loyalty Team to drive improvements in customer experience and loyalty across the global business. Develop the role to be a thought partner and leader for the GLOBAL CUSTOMER OPERATIONS LOB and Hotels.com Brand - Lead, develop and execute the Customer Experience strategy and ongoing business improvement across the GLOBAL CUSTOMER OPERATIONS Hotels.com regional leaders - Develop and execute key business improvement strategies to improve GLOBAL CUSTOMER OPERATIONS key financial metrics and core drivers e.g., cost as % of revenue, cost per TXN, reduce contact ratio, DSAT and increase FCR Lead and coordinate the Test and Learn strategy and initiatives planning and execution for the GLOBAL CUSTOMER OPERATIONS Hotels.com group Work closely with Brand Product team and GLOBAL CUSTOMER OPERATIONS Products teams to: - Provide insight on Hotels.com customer experience and broader implications of Product initiatives and projects - Keep the Product Teams informed and involved in initiatives as they move forward that could possibly effect Tools or agent behavior / experience and facilitate cross functional collaboration - Initiate and champion projects with Brand Product team that could directly improve GLOBAL CUSTOMER OPERATIONS and overall Business levers Maintain a good knowledge of Tools initiatives and other Projects, and integrate with them as required - Coordinate with the GLOBAL CUSTOMER OPERATIONS Product and Tech teams to provide regular updates on initiatives to broader leadership - Work closely on specific projects within GLOBAL CUSTOMER OPERATIONS Global that have a direct effect on customer experience, loyalty, or contact ratio- Determine metrics, recommend targets, measure and report progress as needed. Directly run and leverage direct reports to fulfill responsibilities: - Create an environment that encourages development of employees through regular feedback and coaching - Evaluate and recommend organizational changes as needed to achieve overall business objectives

Job Requirements:

Work Experience and Education Guidelines: Bachelor's degree, preferably from a premier institution Preference for candidate with previous management consulting background Experience working on international teams Preferably experience from the travel industry Prefer experience in ecommerce Prefer experience in customer experience or customer operations related role Core Competencies: significant experience managing and getting results through other strong analytical background / abilities, including previous experience building financial business cases Proven aptitude in hands on structured problem solving experience creating and delivering effective presentations to senior executives

Company Info
Expedia, Inc.
333 108-th Ave Ne
Bellevue, WA, United States

Phone:
Web Site: www.expediainc.com

Company Profile

Company Info


Expedia, Inc.
333 108-th Ave Ne
Bellevue, WA, United States
Phone:
Web Site: www.expediainc.com

Director, Business Improvement & Product Integration

col-narrow-left   

Job ID:

22482

Location:

London 

Job function:

Product Development
col-narrow-right   

Posted:

03.08.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Director, Business Improvement & Product Integration

Job Description:

Position Overview: Director, Business Improvement & Product Integration Create and execute overall strategy with respect to Hotels.com GLOBAL CUSTOMER OPERATIONS Business improvement, loyalty, and the integration of Product initiatives/agent tools Responsibilities: - Work closely with VP Hotels.com GLOBAL CUSTOMER OPERATIONS, Brand and E COMMERCE PLATFORM strategy leaders on the annual strategic planning process for GLOBAL CUSTOMER OPERATIONS Hotels.com working across key stakeholder groups - Coordinate the ongoing Monthly, Quarterly GLOBAL CUSTOMER OPERATIONS Hotels.com strategic and tactical progress updates at Brand, GLOBAL CUSTOMER OPERATIONS and Regional levels - Support GLOBAL CUSTOMER OPERATIONS Hotels.com group in large scale project business case and pitches - Ongoing review the competitive landscape in regards to influencing the GLOBAL CUSTOMER OPERATIONS Hotels.com approach and long terms requirements - Develop strong relationships with the Hotels.com Brand Team leaders ,GLOBAL CUSTOMER OPERATIONS regional Senior Directors and other key stakeholders e.g., other brands BRAND EXPEDIA - Partner with the Brand Customer Experience Leadership and Loyalty Team to drive improvements in customer experience and loyalty across the global business. Develop the role to be a thought partner and leader for the GLOBAL CUSTOMER OPERATIONS LOB and Hotels.com Brand - Lead, develop and execute the Customer Experience strategy and ongoing business improvement across the GLOBAL CUSTOMER OPERATIONS Hotels.com regional leaders - Develop and execute key business improvement strategies to improve GLOBAL CUSTOMER OPERATIONS key financial metrics and core drivers e.g., cost as % of revenue, cost per TXN, reduce contact ratio, DSAT and increase FCR Lead and coordinate the Test and Learn strategy and initiatives planning and execution for the GLOBAL CUSTOMER OPERATIONS Hotels.com group Work closely with Brand Product team and GLOBAL CUSTOMER OPERATIONS Products teams to: - Provide insight on Hotels.com customer experience and broader implications of Product initiatives and projects - Keep the Product Teams informed and involved in initiatives as they move forward that could possibly effect Tools or agent behavior / experience and facilitate cross functional collaboration - Initiate and champion projects with Brand Product team that could directly improve GLOBAL CUSTOMER OPERATIONS and overall Business levers Maintain a good knowledge of Tools initiatives and other Projects, and integrate with them as required - Coordinate with the GLOBAL CUSTOMER OPERATIONS Product and Tech teams to provide regular updates on initiatives to broader leadership - Work closely on specific projects within GLOBAL CUSTOMER OPERATIONS Global that have a direct effect on customer experience, loyalty, or contact ratio- Determine metrics, recommend targets, measure and report progress as needed. Directly run and leverage direct reports to fulfill responsibilities: - Create an environment that encourages development of employees through regular feedback and coaching - Evaluate and recommend organizational changes as needed to achieve overall business objectives

Job Requirements:

Work Experience and Education Guidelines: Bachelor's degree, preferably from a premier institution Preference for candidate with previous management consulting background Experience working on international teams Preferably experience from the travel industry Prefer experience in ecommerce Prefer experience in customer experience or customer operations related role Core Competencies: significant experience managing and getting results through other strong analytical background / abilities, including previous experience building financial business cases Proven aptitude in hands on structured problem solving experience creating and delivering effective presentations to senior executives
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