Expedia GroupProduct Manager II
Jun. 2022Seattle, Washington, United StatesContact Center as a Service (CCaaS) - Configuration Experience Collaborates with engineering, operations, and leadership to deliver multiple product roadmaps which serve to provide world-class Contact Center as a Service (CCaaS) through Expedia Group for our internal brand partners (Expedia.com, Expedia.ca, Travelocity, etc) and external partners. ● Managed platform product roadmap and strategy for omnichannel service, 25M annual call volume.
● Enabled self-service for the voice channel for 28 languages, driving 48% savings in agent assigned time
● Spearheaded cross-functional initiatives to enhance user experience
● Onboarded 8000 B2B accounts globally, leading to +15M cost savings via platform migration.
● Conducted market research of industry trends for development of innovative features and product improvements. ● Utilized A/B testing and data analysis to improve platform configurability, decreasing costs by 10%
● Proactively addressed pain points in service processes and improving platform configurability by 10%