Customer Experience Manager, APAC

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 flexible 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.

Customer Experience Manager, APAC

Introduction to the team

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

Our Team manages Customer Operations for International Retail Customers through a network of vendors based across Europe, Asia, North Arica and Latin America,

As a Customer Experience Manager you will be functional expert for team's domain. Drives initiatives cross-functionally within and beyond division to deliver on operational and experience goals and develop in-depth understanding of customer's* organization, key offerings, and business goals and challenges to better understand their needs

In this role, you will:

• Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities

• Build working knowledge of customer* tools, products, policies, and processes

• Provide subject matter expert insights where appropriate and required

• Build relationships with key individuals within the team, department, organization, and external partners

• Represent team as key point of contact for escalations both internally and externally

• Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals

• Identify reasons for fluctuations (e. g. , call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate

• Actively manage company's large network of call center partners

• Ensure contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and suppliers with the objective of reducing customer* effort and increasing efficiency

• Ensure the appropriate handling of any business continuity incident that may occur

• Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issue

• Research and recommends more detailed solutions to resolve problems

• Implement solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed

• Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer experiences in the future and works with teams across the business to implement these solutions

• Represent team or function in cross-functional projects and initiatives as a subject matter expert

• Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data

• Use relevant data sources to analyze and measure the impact of initiatives and projects

• Deliver requested detailed information about the uses and values of the company's products/offerings

• Journey map across product, intent, and platform offering

• Contribute and develop summary of business performance to key stakeholders

• Keep management informed on progress to goal and status

• Demonstrate ability to manage several tasks and meet deliverable deadlines

• Use judgement to determine the relative impact and urgency of individual tasks

Experience and Qualifications:

• Proficiency in English and Japanese language skills

• Bachelor's or Master's in any field; or equivalent related experience
  5+ Years with Bachelors
  3+ Years with Masters

• Experience in Customer/Partner Support and Operations

• Develops in-depth understanding of customer's organization, key offerings, and business goals and challenges to better understand their needs

• Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities

• Builds working knowledge of customer* tools, products, policies, and processes

• Provide subject matter expert insights where appropriate and required

• Builds relationships with key individuals within the team, department, organization, and external partners

• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines

• Flexibility to Travel and Adapt shifts

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™ Media Solutions, Expedia Local Expert®, CarRentals. com™, and Expedia Cruises™. © 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. Th.