Senior Manager, Strategic Business Planning

This role is eligible for our hybrid work model : Two days in-office.

Priceline is looking for a highly motivated and positive individual with deep experience in BPO relationships and contracting for medium-sized contact centers.

The Senior Manager, Strategic Business Planning reports directly to the VP of Customer Operations. This role will serve as a key advisor to the VP, and will demonstrate versatility to step in and help other business functions when needed.

The Sr. Manager will lead key relationships with Outsourcing Partner(s), Relationship Managers, Customer Care support teams (Product Experience, Innovation & Analysis, Operations, Learning & Development), Finance and Marketing.

You'll be on point for contractual negotiations and strategic relationship management, including driving performance plans where required.

This is inclusive of partnering with the reporting team to maintain oversight of operational performance and be proactive with others to make adjustments as needed in response to evolving trends in the business.

This individual will also lead a small team of corporate travel professionals who support Priceline employees with critical travel needs.

Finally you'll lead the budgeting and financial planning activities for the team. Partnering with FP&A and other functions to redefine our forecasting models to better estimate cost constraints.

Key Responsibilities :

BPO Contractual Management - Lead all sourcing activities and performance management of our BPO vendor footprint. Partner with BHI strategic sourcing partner to ensure company alignment and cost leverage.

Reduce risk and create geo-diverse footprint to serve the growing needs of the business.

Corporate Travel - Lead a corporate travel function where the team books full service travel for internal employees.

Business Insights and Analytics - demonstrated capability in building reports and analyzing data to make informed operational decisions.

Strategic Planning - This individual will assist in building out annual strategic plans for the business. they will be fluent in building presentations for upward management and forming compelling arguments for business investment decisions.

Trend Analysis and Reporting - Prepare and present timely, accurate reports to key stakeholders including executive leaders, internal departments, external partners, etc.

Producing and reviewing with stakeholders monthly 3+9 reports is required to ensure all interested parties remain informed about future business performance.

Operational Excellence - Cultivate close working relationships with peers in the Operations Team to maintain expert knowledge in the day-to-day business.

Qualifications :

Direct experience negotiating and managing supplier relationship contracts

5+ years budget or P&L responsibility

Minimum 5+ years experience in contact center operations and / or contact center management

Previous experience in the travel / hospitality industry considered an asset

Project Management / Six Sigma experience considered an asset

Effectively communicate with individuals at all levels internally and externally

Hands on experience with contact center workflow, phone queue management (AmazonConnect experience is preferred but not required)

Solid analytical skills which result in sound decisions, solutions and recommendations

Must possess excellent customer service, follow up and organizational skills

Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment

Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary

A team player with a professional "get it done" attitude

Proven history of living the values important to Priceline : Customer, Innovation, Team, Accountability and Trust

LI-JB1 #LI-Hybrid

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 $130,000-$165,000.

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