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Fareportal // travel booking platform
 
New York City    Posted: Friday, December 13, 2019
 
   
 
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JOB DETAILS
 

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receive over 100 million visitors annually.

We are seeking a Director of Customer Experience, who will provide World-Class Omni-channel Customer Experience via (Web, Phone+IVR, Chat, Mobile, Social, TXT, Video, etc.). The right candidate will focus on Omni-channel customer experience, order management, account management, fulfillment operations, risk management, & the coordination with our operations team that interfaces directly with business stakeholders of all levels that drive increasing customer loyalty & insights.

Responsibilities:

  • Develop & improve end to end customer journey
  • Develop & execute end to end self-service for customers & identify gaps & opportunities in customer journey & fix/build them
  • Proactive Customer Expectation Management & Branding, transition from reactive to pro-active communication cadence
  • Develop & execute on new metrics: NPS, CES, improve First Contact Resolution & CSAT
  • Leverage PR, Bloggers, Citizen Reporters to create positive image of FP CEX
  • Conduct continuous review of competitors & disruptors for upcoming trends
  • Own, Define & Execute Omni-Channel Agent Experience to drive CEX
  • Develop & improve end to end agent journey (OBE, TMS, Compass, etc.)
  • Build a close-loop feedback process with pilot teams across the globe
  • Improve CEX through Continuous defect reduction & automation
  • Defect Reduction across all processes, Training & Development, & complete re-vamp training program & specialize it by sales & service
  • Automation of Standardized Process including Self-Service
  • Decrease training cycle to 2 weeks through innovation & technology 
  • Work closely with all COEs & Support Org to deliver ORM Plan
  • PAAQ Team Optimization through Defect Reduction & Automation
  • Other Ad-hoc projects as assigned

Requirements:

Background

  • MBA required, experience with e-commerce or travel tech related companies, retail banking 
  • 8+ years of experience gained in web-based Omni-channel operations / technology/e-commerce/retail or similar industry related experience in international multi-channel practices
  • Experience in CSAT - customer satisfaction score
  • E-commerce customer service expert, Mapping, Customer metrics, Omni channel experience (Web, Phone, mobile, email, chat, text, & other form of communications)

Skills

  • Expertise in dealing with internal operations & business relationships; the ability to analyze problems & use mature judgment
  • Experience in process automation, & Multilingual /geographical customer service
  • Online operations leadership experience
  • Process change management, project & program management, & strategic planning
  • Demonstrate strong, problem solving, project management, communication, organizational, time management, & multi-tasking skills
  • Leadership & ability to function as a strong member of a highly motivated & integrated management team
  • Ability to build & maintain a successful operating infrastructure in a 3rd party service oriented setting that sustains & promotes company growth.
  • Strategically able to develop & execute action plans for high performing industry.
 
 
 
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