Manager, Customer Experience

Role Overview

As a Manager in our Customer Experience Vendor Operations team, you'll play a pivotal role in shaping the experience of millions of travelers worldwide. You'll be responsible for managing large-scale outsourced contact center operations, driving performance, and ensuring our partners deliver exceptional service.

What You Will Do

Manage vendor operations across large-scale outsourced contact centers (600+ agents), analyze customer journeys, represent the team in cross-functional initiatives, and drive operational excellence.

Why It Might Be a Fit

This role is ideal for a seasoned operator who thrives in dynamic environments and is passionate about improving customer journeys through data-driven insights and operational excellence.

Requirements

• 7+ years of experience in customer experience, operations, or vendor management
• Proven track record managing large-scale operations (500+ agents)
• Proven ability to manage vendor relationships with contractual oversight, performance scorecards, and service-level agreements (SLAs)
• Proficiency in CRM Platforms and Workforce Management Systems
• Strong analytical skills with the ability to interpret data and connect actions to business outcomes
• Demonstrated ability to solve complex problems, drive change, and influence cross-functional teams
• High emotional intelligence, humility, and a continuous learning mindset
• Entrepreneurial spirit with a bias for action and a passion for improving customer experiences

Benefits

• Full benefits package
• Exciting travel perks
• Generous time-off
• Parental leave
• Flexible work model
• Career development resources