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Senior Manager, Global Care
Company | Plusgrade |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-08-26 |
Posted at | 9 months ago |
Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.
- Provide updates (daily, weekly, monthly) to business units on operational goals and objectives including analysis of contact reasons, trending, identifying unforeseen issues
- Establish and maintain regular touchpoints with our partners to facilitate relationship growth
- Develop strong partner support relationships through training on Points support applications and providing regular check-ins on support trends and improvements
- Manage service deliverables through our 3rd party support vendor
- Take a lead in resolution of complex issues involving cross-functional teams across the organization
- Lead your team to success by establishing and improving operational KPIs and policies in support of best-in-class global support
- Manage escalations in a timely manner – ensuring alignment between Global Care personnel and all involved parties to ensure timely resolution and risk mitigation
- Proven experience with escalation and issue management
- Excellent analytical, documentation, and communication skills
- Ability to manage multiple high-priority tasks in a fast-paced environment
- A passion and proven desire for leading a team of high performers
- Experience in setting and maintaining KPIs
- Previous experience supporting Financial Institutions is an asset
- Ability to summarize data and view trends and communicate these to internal/external stakeholders to drive change
- Self-motivated, proactive, and results-oriented
- Proven track record of driving positive change
- 5+ years experience in a senior support role
- Hiring Manager Interview
- Recruiter Phone Interview
- Team Interview
- Take-home Assessment or remote coding exercise (if applicable)
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