Business Operations, Associate Manager Do you want a highly impactful role within a team that is growing fast?
We are looking for a high-energy, motivated individual to run day-to-day business operations (BizOps).
Our team handles 3rd party lodging partnerships to power Expedia's Marketplace by providing customers competitive inventory and diverse selection.
As Associate Manager, Business Operations, you will oversee scaling and effectiveness of our partner and customer operations and ensure that issues are resolved to defined standards and within SLAs.
In addition, the role will systematically prioritize and address issues to reduce overall caseload and create a better supplier and customer experience.
This position will report to the Director 3rd party lodging partnerships.
The position will be based in London, alternatively Madrid.
Relocation is not available.
What you'll do: Provide day to day management for supplier and customer operations Balance workloads and resources to drive performance against SLAs and supplier expectations Measure and improve supplier and customer NPS Develop tools, processes and solutions Innovate to reduce case load and drive process and tool improvements Further progress the knowledge base content and structure for new scenarios that will arise from the team's scaling goals Gain the 'Voice of the customer and supplier' and work with the product, engineering, supplier engagement and transformation teams to ensure that their needs are represented on our roadmaps Innovate new ways to resolve cases Maintain and further progress reporting to facilitate day to day operation management, as well as reporting for senior partner audiences Proactively identify and address customer and supplier performance issues and challenges Develop and facilitate training and coaching programs that address gaps in Job-Based Skills Enable financial operations including invoicing and business performance reporting Provide general program management support for initiatives and special projects as required by the business Who you are: Strong process orientation with experience running projects and leading change from inception through delivery Experience handling multiple tasks and projects at a time Prioritize workload effectively with tenacity in a dynamic and complex work environment Works to understand both internal and external customer and supplier needs and develop plans to meet them Management of complexity: Is able to work effectively in a complex, diverse, changing environment Adapts well and is energized by change Ability to look at solutions in unconventional ways, identify opportunities to innovate and execute against them 3+ years of relevant work experience About Expedia Group 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.
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