Associate Manager, Partner Support - Activities (Gurgaon)

Job Description

Associate Manager, Partner Support - Activities If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the multifaceted travel industry, this is the job for you!The Expedia Activities line of business sells activities and services including theme park tickets, theatre shows, tours, attractions, and airport transportation, to consumers before they leave on their trips and/or while they are in destination.The Associate Manager will be running the daily operations of the Partner Support Team based in Gurgaon, India (external vendor), providing solutions to complicated problems and unlocking opportunities for process optimization and operational efficiency. This position has daily interaction with other members of the Activities product line team, other internal teams including Finance, Legal and Product, as well as regular interaction with external partners.Who you are:
• Bachelor s preferred in related field
• 3 years of related professional experience
• People management experience would be an advantage
• Experience using a CRM ticketing system to create/handle casework or using travel industry applications
• Ability to identify, prioritize, and lead improvement solutions in operational processes and supporting technology
• Ability to optimally communicate to various levels and through a variety of communication channels
• Customer-centric: We work to understand both internal and external customer needs and develop plans to meet them.
• Planning: Understands the needs of the business, anticipating and developing business priorities to meet these.
• Troubleshooting: Assists with suspected issue or incident investigations (HIE) or persistent issues by collecting and detailing critical information and possible solutions.
• Management of complexity: Can work efficiently in a diverse, changing environment. Adapts well to and is motivated by change.
• Personal Efficiency: Hardworking teammate with a positive can-do attitude.
What you ll do:
• Handle day-to-day operations of an external team consisted of 10 agents, help them prioritize and link daily work to broader business objectives.
• Identify attrition risks and engagement challenges and implement action plans to minimize.
• Supervise performance metrics by using Salesforce and Tableau and provide updates on goal progress to individual contributors, team, and leadership on a weekly, monthly, quarterly, and/or yearly basis.
• Identify gaps in team and customer knowledge and own the development of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages).
• Educate team on changes to operational processes, remind them of accurate practices and support their knowledge development through coaching and training.
• Offer solutions to questions and issues to improve partner experiences and actively share information on features and updates which can enhance the customers experience.
• Possess a solid understanding of products, technologies, offerings, etc. within scope of responsibility.
• Lead fund recovery & reconciliation exercises originating from customer refunds and fraudulent activity.
• Resolve partner and/or customer blocking issues as needed related to Contracting, Pricing, Inventory, Invoicing, Customer Complaints, Cancellations
• Lead ad-hoc projects end-to-end varying from auditing, compliance, cost reduction and improving partner satisfaction when required, clearly presenting progress and risks.
About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Groups 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 .2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: hidden_mobile-50Expedia 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.,

Keyskills :
missalescustomer relationsmanagementqualitycost reduction