Senior Manager, Service Delivery

Senior Manager, Service Delivery 

This role is eligible for our hybrid work model: Two days in-office.

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:  

We pride ourselves on building and maximizing partnerships at Priceline Partner Solutions. Through our vendor call centers and online support services, we help enable and support the delivery of exceptional travel experiences for our partners and customers so they can experience the moments that matter to them.  

You will be critical in ensuring exceptional customer service is provided to our PPS affiliates and customers. Your success will be achieved by ensuring our outsourced management teams have the tools, processes, training, and day-to-day operational rigor needed to deliver the desired experience. You will be instrumental in developing and managing relationships with operational vendor management teams to instill a culture that puts the customer at the center of what we do, drives continuous improvement, and implements actions to elevate the team's skills and execution level. 

This leader will also work closely with the Director of Customer Service to identify opportunities to implement technology and process enhancements to improve the Customer and Agent Experience. This individual will enjoy collaborating with experienced leaders in Training, QA, WFM, Technology, and Project Management teams to bring solutions from Ideation to Implementation. 

In this role you will get to:

• Relationship Management

  • Build and cultivate robust relationships with Outsource Vendor Operational Management Teams and PPS Service Operations teams, understanding their needs and ensuring service delivery exceeds contractual obligations

  • Monitor vendor performance against established KPI’s and Quality standards; Identify gaps in execution and/or process and develop appropriate strategies to address 

  • Serve as point of contact for issues related to partner operational concerns, escalations, and act as an advocate to eliminate obstacles to service delivery

  • Responsible for the execution of various partner management cadences and business rhythms to drive execution

• Continuous Improvement 

  • Leverage Feedback loops between Vendor Partners, Operations, Support Services, and technology groups to identify opportunities to enhance the Customer and/or Agent Experience 

  • Identify gaps in Internal Processes, offering solutions to simplify, improve efficiency, and drive Issue Resolution

  • Drive the implementation, adoption, and track outcomes of Technology enhancements, process improvements, and Training initiatives to validate outcomes achieved vs expected results

  • Challenge existing process flows and experience designs and collaborate with the internal operations team to evolve the experience by piloting new approaches or technology solutions 

• Communication 

  • Effectively communicate with internal and external stakeholders, ensuring clear understanding of strategies, objectives, and actions to deliver on service expectations

  • Provide constructive and timely feedback to vendors on their performance, communicating both commendations and areas for improvement to achieve alignment with organizational goals

  • Report on business metrics to key internal and external stakeholders, providing insights and recommendations that go beyond the numbers 

  • Provide feedback, key learnings and share best practices with Outsource Vendors, Internal Service Partners, and leadership to ensure successful project plans and technology implementations

  • Collaborate with cross-functional teams, such as Training, QA, and Technology, to ensure alignment on vendor-related initiatives and activities.

• Vendor Risk Management 

  • Ensure audits and controls are in place to meticulously monitor vendor activities, guaranteeing alignment with rigorous compliance standards, regulatory requirements, and internal policies

  • Establish and maintain a comprehensive system for documenting all vendor-related activities, audits, and assessments, ensuring the implementation of controls to mitigate risks to the organization.

• Reporting

  • Proactively identify gaps in existing reporting structures and work to enhance and expand reporting capabilities to address evolving business needs

  • Collaborate with cross-functional teams to gather and understand reporting requirements, ensuring that data-dr