Director Operations Strategy and Planning EWW

Req ID: 10119

Required Education: Master of Business Administration

Required Experience: 5-7 Years

Description:
Responsibilities

- Support the global Expedia Worldwide (EWW) contact center organization and the executive leadership of our global Expedia brand team to develop, review and execute Telesales and Customer Care strategies
- Own, drive and facilitate the annual strategic planning process for the Customer Operations contact center organization for the global Expedia brand
- Support the annual financial and technology planning processes for Customer Operations
- Provide Contact Center know how and expertise in order to bring vision and ideas to the planning process and methodology
- Continuously evaluate EWW Contact Center performance along key operational metrics, systematically identify and prioritize opportunities to significantly improve efficiency, effectiveness and risk exposure
- Identify, evaluate and prioritize new business development opportunities in the Telesales and Customer Service channels
- Provide SME and analytical support to project leaders within the Expedia.* Contact Center organization, helping them to address business and/or technology issues, navigating requirements and dependencies with other areas of the organization, general troubleshooting, etc.
- Gather, assess and validate financial and other data for potential project initiatives and prepare insightful management reports, variance analysis, trend analysis and financial and business review documents
- Work closely with other Business areas e.g., Product Strategy/Marketing (and other) teams to understand and shape current and future customer needs, evaluate customer operations fit and opportunities
- Liaise with the Financial Teams to plan, analyze performance and opportunities within the EWW Operations
- Work closely with the Director of Project Management to translate strategic concepts into actionable projects, provide continuing Business support and guidance for the project teams to champion the execution of E.* projects

Skills / Requirements:
- Extensive experience in identifying and prioritizing high impact improvement opportunities in an Operations environment
- Strong analytical skills - proven experience to structure and analyze ambiguous and complex business problems
- Strong strategic and critical thinking skills; ability to see the big picture while also diving into the details where necessary
- A passion for using data to drive decision making; proven ability to apply appropriate rigor to the development of financial models for complex projects and programs
- Excellent communication, influencing and relationship building skills, with extensive experience of working with senior management
- Experience of working cross-culturally and cross-functionally, and ability to adapt personal style to different environments
- Solid project management experience including multi-team, multi-project responsibilities
- Demonstrated ability to deliver results through complex cross-functional teams
- Ability to work under pressure within deadlines as a team player and with minimal supervision
- Strong spreadsheet, data-management, and presentation development skills
- Very strong communications skills, both written and verbal
- Very strong results orientation, proactive and resourceful approach
- Experience with large state-of-the-art contact center environments, processes and technologies preferred
- 3+ year experience at top tier strategic management consulting firm preferred
- Bachelors and Masters degree required.