Customer Experience Manager, APAC (Japanese)

Expedia, Inc.; Subang Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading travel technology company is looking for a Customer Experience Manager in Malaysia. The role involves analyzing customer experience trends, managing relationships with vendors, and driving initiatives to improve service delivery. The ideal candidate should be proficient in both English and Japanese, with at least 5 years of experience in customer support/operations. This position offers a chance to shape the future of travel within a diverse and inclusive environment.

Benefits

Exciting travel perks

Generous time-off

Flexible work model

Career development resources

Qualifications

• 5+ years in Customer/Partner Support and Operations with a Bachelor's, or 3+ years with a Master's.
• Deep understanding of customer organizations and business challenges.
• Ability to prioritize and manage multiple tasks.

Responsibilities

• Analyze trends in cost and experience to identify optimization opportunities.
• Build relationships with key stakeholders and serve as the primary contact for escalations.
• Monitor KPIs and manage call center partner relationships.

Skills

Proficiency in English

Proficiency in Japanese

Strong relationship-building skills

Ability to analyze trends

Flexibility to travel

Education

Bachelor’s or Master’s degree

Job description

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential to our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated, and we believe that when one of us wins, we all win.

We offer a comprehensive benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources—all to fuel our employees' passion for travel and ensure a rewarding career journey. Join us as we build a more open world.

Customer Experience Manager, APAC (Japanese)

Introduction to the team

Our Corporate Functions support Expedia Group through teams such as Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

Our team manages Customer Operations for International Retail Customers via a network of vendors across Europe, Asia, North Africa, and Latin America.

As a Customer Experience Manager, you will be a domain expert within the team. You will drive initiatives cross-functionally to meet operational and experience goals, develop an in-depth understanding of customer organizations, key offerings, and business challenges to better serve their needs.

In this role, you will:

• Analyze trends in cost and experience by journey, product, intent, channel, and customer segments to identify optimization opportunities.
• Develop working knowledge of customer tools, products, policies, and processes.
• Provide subject matter expert insights as needed.
• Build relationships with key stakeholders within the team, organization, and external partners.
• Serve as the primary contact for escalations internally and externally.
• Monitor and ensure KPIs are met, contributing to overall customer experience goals.
• Identify causes of fluctuations in KPIs and implement corrective actions.
• Manage relationships with call center partners.
• Proactively escalate issues and opportunities with brand sites, agent tools, and suppliers to improve customer effort and efficiency.
• Handle business continuity incidents appropriately.
• Analyze data to identify underlying issues and recommend solutions.
• Implement solutions based on best practices and escalate complex issues.
• Focus on preventing poor customer experiences by working with cross-functional teams.
• Participate in projects as a subject matter expert.
• Measure customer satisfaction, efficiency, and effectiveness of initiatives using data.
• Use data sources to analyze and report on project impacts.
• Provide detailed information on company products and offerings.
• Map customer journeys across products and platforms.
• Summarize and communicate business performance to stakeholders.
• Keep management informed on progress and status.
• Manage multiple tasks and meet deadlines, prioritizing effectively.

Experience and Qualifications:

• Proficiency in English and Japanese.
• Bachelor’s or Master’s degree, or equivalent experience.
• 5+ years with a Bachelor’s, 3+ years with a Master’s in Customer/Partner Support and Operations.
• Deep understanding of customer organizations, offerings, and business challenges.
• Ability to analyze trends and identify improvements.
• Knowledge of customer tools, policies, and processes.
• Strong relationship-building skills.
• Ability to prioritize and make trade-offs under high demand.
• Flexibility to travel and work shifts.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability or health condition, please contact our Recruiting Accommodations Team via the Accommodation Request link.

We are proud to be recognized as a Best Place to Work in 2024 and for our award-winning culture by organizations like Forbes, TIME, and Disability:IN.

Our brands include: Brand Expedia, Hotels.com, Vrbo, trivago, Orbitz, Travelocity, Hotwire, and others. All rights reserved. Trademarks are owned by their respective owners. CST: 2029030-50

Employment offers at Expedia Group are made through our Talent Acquisition team. Be cautious of phishing; our official domain is @expediagroup.com. Apply through careers.expediagroup.com/jobs.

We are committed to an inclusive, diverse workplace. All qualified applicants will be considered without regard to race, religion, gender, sexual orientation, national origin, disability, or age.