Job details

Director, Contact Centers

This role is eligible for our five-day flex office work model.

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

This individual serves as the senior leader over the operational functions within Customer Care that include contact center management, the performance of our agents, SLA achievement, processes, and stability of the operation. While they will be directly responsible for everything that happens in the day-to-day interactions with customers, they will also have to partner closely with Affiliate Management, Training, QA, Workforce Management, Technology, and others to ensure we have the tools, people, and technology to deliver an outstanding customer experience.

In this role you will get to:

Put the customer at the center of everything we do.
Develop and implement a strategic vision for the Customer Care Operation, focused on delivering the very best experience for our customers
Lead, manage, and develop a team dedicated to delivering on our B2C & B2B partner expectations.
Serve as the relationship point of contact for our contact center partners and ensuring they deliver on their commitments
Professionally challenge the way we do things in order to continuously improve the customer experience
Continually drives business improvements by bringing forward actionable insights to effectively lead remote teams in a multi-site, multi-national, multi-cultural team environment
Hold peers accountable for delivering well-trained, professional, high-quality agents and staffing to the business need in order to achieve your KPI deliverables
Leverage feedback loops between Operations, Support Services, and Technology to minimize areas of customer friction
Create metrics-based reporting to monitor and manage operational performance and make data-driven decisions

Who you are:

Bachelor’s degree required;
Minimum 7 years experience working in a medium-sized call center environment (1000+ seats) that includes:
Strong knowledge of contact center training best practices including optimal blending of modalities necessary to attract and engage today’s workforce for both Sales and Service teams
Contact Center Financial Planning - Budgeting, financial forecasting driving efficiencies
Minimum 3 years experience managing customer service outsourced relationships
Strong organizational & analytical skills
Experience building, leading and running a customer service organization
Travel required 15%-25% to Partner sites (International)
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $120,000-$150,000 USD

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Who we are

WE ARE PRICELINE.

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.

If you want to be part of something truly special, check us out!

Flexible work at Priceline

Our working model is Five Day Flex; we are offering you full flexibility to come to the office as many days a week (or as few) as you like. While there is no minimum requirement, we do expect to see you on occasion, especially for planning meetings, team building events, and professional development activities.

Diversity and Inclusion are a Big Deal!

To be the best travel dealmakers in the world, it’s important we have a workforce that reflects the diverse customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.

Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love you to join us and add to our rich mix!

Applying for this position

We're excited that you are interested in a career with us. For all current employees, please use the internal portal to find jobs and apply.

External candidates are required to have an account before applying.

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CEO of Priceline.com

Brett Keller

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By Priceline.com

Priceline.com is a leading online travel agency dedicated to offering customers the best deals on hotels, flights, rental cars, and vacation packages. Our mission is to be the best travel dealmakers in the world.

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