Consumer Operations Manager - Hybrid at Expedia

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Consumer DataIndustries

Requirements

Proven experience in leadership and team management
Strong communication skills (written and verbal) for engaging with consumers and stakeholders
Problem-solving ability to resolve issues and manage complaints effectively
Experience in customer service or support roles, ideally in a managerial capacity
Knowledge of regulatory compliance and risk management
Ability to analyse data and apply insights to improve processes
Commitment to fostering an inclusive, high-performance culture
Bachelor’s degree in business administration, management, or related field
Significant experience in client operations or customer service with leadership responsibilities

Responsibilities

Lead, mentor, and develop a diverse team to deliver outstanding consumer support
Ensure all consumer interactions are professional, positive, and resolved efficiently
Build strategies to improve operational efficiency and consumer satisfaction
Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC
Collaborate with internal teams (Legal, Risk, Compliance, Data & Analytics) to align on goals
Use data insights to inform decisions and enhance consumer self-service options
Promote continuous learning and improvement within the team

Skills

Key technologies and capabilities for this role

Team LeadershipConsumer SupportOperational ExcellenceRegulatory ComplianceStakeholder ManagementAFCAOAICCustomer ExperienceMentoringPerformance Management

Questions & Answers

Common questions about this position

What benefits are offered for this role?

The position offers Novated Leasing & Salary Packaging as key benefits.

Is this a remote or hybrid position?

This is an on-site position.

What skills and qualifications are required for the Consumer Operations Manager role?

Required skills include proven leadership and team management experience, strong communication skills, problem-solving ability, customer service experience in a managerial capacity, knowledge of regulatory compliance, and data analysis skills. A Bachelor’s degree in business administration, management, or related field is also required, along with significant experience in client operations or customer service with leadership responsibilities.

What is the company culture like at Experian?

The role emphasizes fostering a collaborative and inclusive culture where team members feel empowered to deliver exceptional service, with a commitment to continuous learning and improvement.

What makes a strong candidate for this position?

Strong candidates will have proven leadership experience in customer service or client operations, strong communication and problem-solving skills, knowledge of regulatory compliance, and the ability to use data insights to drive improvements while fostering an inclusive team culture.

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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