Manager, Air Fulfillment Ops, Athens

About the Job

Req ID: 10407

Required Education: Not Indicated

Required Experience: Not Indicated

Description:

Job Description

Manager, Air Fulfillment and Lodging Operations /​ Athens

Division: PSG /​ GSO /​ Air Fulfillment & Operations

Reports To: Director, Air Fulfillment Operations and Business Solutions

Location: Athens, Greece

Team Overview

The Air Fulfillment and Lodging Operations teams support all aspects of the Fulfillment business, with particular focus on the customer experience, efficient transaction processing and providing mission critical linkages between our customers, Expedia, and our partners.​

Position Overview:

This position requires a results oriented individual to be our on-site representative supporting two contract vendor teams:

Air Fulfillment & Operations: This position acts as liaison with our contract vendor to lead the operational support of offline air transactions and post purchase processing to ensure uninterrupted travel for Expedia customers.​

Lodging Operations: This position acts as liaison with our contract vendor in a multi-lingual call center, handling Guest Relocations, Supplier On-boarding /​ Training, Single-Use Credit Cards, and Supplier Relations.​

Responsibilities:

•Utilizing a strong travel industry background and GDS knowledge, this position is responsible for oversight of vendor performance; ensuring that process, policy, coaching, developing, and mentoring all align with Expedia goals; driving organizational strategy, focus, and direction; and leading a culture of continuous improvement.​

•Develop the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues

•Develop KPIs and reporting tools to measure operational effectiveness.​

•Consistently meet or exceed KPIs established for the vendor teams, ensuring consistent delivery against quality and productivity standards, including those established by customer care – for customer communication and documentation.​ .​

•Drive a culture of root cause analysis and continuous improvement

•Advocate for both the Air Fulfillment and Lodging Operation teams, ensuring the issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures

•Maintain balance between big picture and moving individual issues to conclusion.​

•Provide feedback and input for Customer Ops curriculum related to supporting the air product.​

•Compile and communicate business intelligence on both the Air and Lodging products, identifying trends and anomalies.​

•Work with vendor to maintain a best-in-class Q/​A and training environment that meets Expedia goals.​

Requirements:

•Minimum 3 years Management experience

•5-8 years relevant experience in a Travel environment

•Strong written and verbal communication skills

•Solid analytical skills, strategic planning, and business acumen

•Prefer management experience in a Call Center Customer Service environment

•Degree preferred

•Highly organized with the ability to easily multi-task

•Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement

•Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results

•Independently driven to learn new applications, technologies, and skills

•Knowledge of airline rules and regulations including fare rules, ticket exchanges, ticket refunds and itinerary changes preferred

•Experience in a dynamic, high volume environment

•Knowledge of, Sabre or similar GDS experience

•Goal oriented, and uses data in decision making process

•Builds relationships that are meaningful in achieving results

http://www.expediajobs.com/job_search/index.html

This position, Manager, Air Fulfillment Ops, Athens, was posted on October 15, 2009. Since this job has been published, it has been viewed 606 times.