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Service Operations Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Trip Full time

At Trip.com Group, we are seeking an exceptional Service Operations Manager to join our team. This role will be responsible for managing 3-4 service teams and reporting to the Operation Manager on overall performance and progress.

About Us:

We are a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Our platforms integrate travel resources from industry partners and help travellers pursue the perfect trip with exceptional travel products and services.

What You'll Do:

  • Manage and report on the performance of 3-4 service teams
  • Assist in managing call center service operations
  • Monitor key performance indicators to maintain and improve customer satisfaction
  • Act as an advocate for the customer and coordinate internal resources for seamless service issue resolution
  • Provide real-time feedback and coaching to service teams
  • Identify high performers and implement succession plans
  • Produce regular performance reports to drive effective service level improvements