Senior Manager, Customer Care Operations

Welcome to Priceline! We are excited to announce an opening for the position of Senior Manager, Customer Care Operations. As a leader in the travel industry, our company is dedicated to providing exceptional customer service to our valued customers. We are seeking a highly skilled and experienced individual to join our team and oversee the day-to-day operations of our customer care department. In this role, you will have the opportunity to make a significant impact on our customers' experiences while also leading and developing a team of dedicated professionals. If you have a passion for customer service and possess the necessary qualifications, we invite you to apply for this exciting opportunity.

1. Oversee the day-to-day operations of the customer care department, ensuring that all tasks and responsibilities are completed efficiently and effectively.
2. Lead and develop a team of customer care representatives, providing guidance, support, and coaching to help them succeed in their roles.
3. Create and implement strategies to improve customer service and satisfaction, taking into consideration customer feedback and industry best practices.
4. Monitor and analyze customer service metrics, such as response times and customer satisfaction scores, to identify areas for improvement and make data-driven decisions.
5. Collaborate with other departments, such as marketing and product development, to ensure a seamless customer experience across all touchpoints.
6. Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
7. Develop and maintain customer service policies and procedures, ensuring they are in line with company values and goals.
8. Stay updated on industry trends and developments, and proactively recommend new initiatives or technologies to enhance the customer experience.
9. Conduct regular training and development sessions for the customer care team to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively.
10. Foster a positive and collaborative work environment within the customer care department, promoting teamwork and open communication.
11. Ensure compliance with company and legal regulations, such as data protection and privacy laws, in all customer interactions.
12. Prepare and present reports and updates on customer service performance to senior management.
13. Represent the company at industry events and conferences, showcasing our commitment to exceptional customer service.

According to JobzMall, the average salary range for a Senior Manager, Customer Care Operations in Dallas, TX, USA is $95,000 to $150,000 per year. This may vary depending on the specific company, industry, and level of experience of the individual. Other factors such as bonuses, benefits, and location may also affect the salary range. It is recommended to research and compare salaries for similar positions in the Dallas area to get a more accurate estimate.

Priceline.com is an online travel agency for finding discount rates for travel-related purchases such as airline tickets and hotel stays. The company facilitates the provision of travel services from its suppliers to its clients.