Customer Service Operations Manager

4 weeks ago

Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
Customer Service Operations Manager

At Tripadvisor, we're passionate about helping travelers find and book amazing experiences. As a Customer Service Operations Manager, you'll play a critical role in ensuring our customers receive exceptional support and service.

Key Responsibilities:
  • Evaluate performance and ensure teams utilize service management metrics for ongoing monitoring of performance for teams and individuals.
  • Direct and motivate direct reports and teams to achieve agreed targets, ensuring personal goals and objectives are set, communicated, measured, and reviewed as per company policy.
  • Effectively manage performance of the team, addressing underperformance swiftly and openly celebrating success. Conduct monthly 1:1s with formal review of performance.
  • Actively develop the team, providing a considered structure for continuous development and identifying individuals for appropriate succession planning.
  • Ensure all coaching and development logs are accurate and timely.
  • Supervise staff in accordance with company policies and procedures.
  • Coordinate coaching and training of staff onsite.
  • Produce literature and manuals to improve performance.
  • Identify and implement initiatives to improve employee engagement.
Operational Management:
  • Determine daily plans to meet and exceed business performance targets by ensuring sufficient capacity is available to meet incoming volumes and minimize backlogs.
  • Ensure service issues are recorded and responded to within agreed service levels and timelines.
  • Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations.
  • Keep up to date with company, department, and process knowledge.
  • Standardize processes, procedures, and platforms for service delivery.
  • Audit processes to ensure currency and accuracy in line with department standards.
  • Monitor customer feedback and interactions to leverage customer insights for continuous improvement.
  • Proactively champion best practices to enhance agent productivity, CSAT, Quality, Issue Resolution, and First Contact Resolution.
  • Regularly review processes and develop improvements.
  • Work closely with various functions like Quality, Training, WFM, and Human Resources to strengthen the business relationship between departments.
  • Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base.
Customer Relations:
  • Understand key demand/complaint drivers.
  • Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence.
  • Work with key business stakeholders to minimize DSAT drivers and improve Customer Experience and Satisfaction.
  • Track, manage, and analyze high-activity cases to reduce the number of touches per case.
  • Ensure SLAs on responding to complaints and escalations are hit.
  • Report risk events and ensure Corrective Action Plans are raised as necessary.
  • Monitor potential claims to minimize financial impact on the business and provide financial reporting back to management.
  • Produce weekly/monthly and ad-hoc reporting of the above to senior management level.
  • Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behavior.
  • Manage, respond, and track forum reviews for Viator.
  • Perform other duties as delegated ad-hoc.

What We're Looking For:

  • At least five years of experience managing a Customer Support team across different cultures, with managing US employees.
  • A passion for solving customer issues.
  • Ability to handle confidential information and adhere to established protocols.
  • Strong time management/prioritization skills and multi-tasking ability.
  • Excellent editorial judgment and command of the English language.
  • Ability to work independently, anticipate problems, and suggest solutions.
  • Experience with relevant applications, including but not limited to: Managed multi-channel operations, i.e., voice support, email.
  • Experience managing escalations/complaint cycles.
  • Web-based content management systems.
  • CRM/Customer Support Tools.
  • Word Processing/Spreadsheet Applications (Microsoft Office, Google, etc.).
  • Social Media Applications (Facebook, Twitter, etc.).
  • Hands-on experience with user-generated content (either personally or professionally).
  • In addition, the ideal candidate will demonstrate the following competencies:
  • Flexible and open to change and new information; adapts behavior and work methods accordingly.
  • Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
  • Exhibits integrity through fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.
  • Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.
  • Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events, and is able to move forward productively.
  • Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
  • Ability to balance time to market with a solution and make the right trade-offs along the way.
  • Strong analytical skills: understands and utilizes metrics relevant to the role.
  • Clear communication through expression of facts and ideas in a clear, convincing, and organized manner.
  • Good business judgment when making decisions and always considers the relevance/impact of each decision on the business.

#Tripadvisor

#LI-JACIB

The world's largest travel platform, with a fantastic culture and people who need fantastic software engineers in the UK, US, and Portugal.

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