We are seeking a passionate and seasoned Travel Experience Manager to join our team on the Netflix enterprise account. This role requires a leader with a thrill for travel management and a pulse on delivering excellent customer service and seamless travel experiences. You will actively own, nurture and become an extension of the Netflix account, providing leadership and operational excellence to a team of dedicated Travel Experience consultants.
What You’ll Do:
- Account Management: Manage escalations and own customer issues through to completion, driving consultants to resolve traveler inquiries, swiftly, efficiently and effectively. Suggest improvements to permanently correct support issues.
- Team Leadership: Serve as the frontline manager for Travel Experience consultants and Senior Travel Experience consultants, conducting regular 1:1 meetings and quarterly reviews to monitor progress, set expectations, and develop employee skills. Provide continuous performance feedback to encourage desired behaviors that align with the SLAs and quality expectations of the client (Netflix).
- Travel Program Optimization: Successful candidates will prioritize developing a deep understanding of the Netflix Travel program and key partnerships. They will guide and empower consultants to effectively utilize these partnerships to secure waivers, favors, and special requests, as well as to manage service escalations efficiently. Work closely with vendors to optimize the travel program, ensuring that it aligns with our service standards and enhances the overall travel experience for Netflix employees.
- Employee Engagement: conducting regular meetings with internal Netflix teams to provide guidance, share insights, and offer teachings that enhance their understanding of Navan products.
- Process Improvement: Create and refine processes that streamline workflows, making it easier for the team to operate efficiently.
- Performance Metrics: Work with the support team to deliver on weekly and monthly performance and behavior metrics. Monitor call queues and SLAs to ensure adherence and achievement of goals.
What We’re Looking For:
- 5+ years contact center / support experience at the manager level (own manager skills)
- 5+ years progressive leadership experience in a contact center / support environment (Agent -> Lead -> Supervisor, for example)
- 5+ years experience in travel with experience in Sabre
- Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through all interactions
- Ability to build relationships and motivate people and teams
- Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
- Excellent organizational skills & interpersonal skills.
- Excellent written and verbal communication skills, presentation and facilitation skills.
- Ability to work independently and effectively as part of a team.
- Business analytics should be able to provide a data driven approach for operational challenges and strategies.
- Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization