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Job Title: Director, Technical Operations Support (Lodging Op

Company Name: Hotels.com
Location: Dallas, TX
Profession: Technology Management

Job Description:


Director, Technical Operations Support (Lodging Operations)


Job ID #: 10506


Company: Partner Services


Location: USA - TX - Dallas


Functional Area: Technology


Employment Type: Full-Time Regular


Education Required: Bachelors


Experience Required: 5-7 Years


Relocation Provided: To be determined



Position Description 


Director, Technical Operations Support (Lodging Operations)


 


Director, Technical Operations Support is responsible for leading the global  lodging operations Tier 1 / Tier 2 technical support team in providing 24x7, multi-lingual technical support to Expedia internal teams across PSG lodging, connectivity partners including chains and hotel system vendors and hotel partners. Position assists with launching of new systems, support for IT software/server releases, general technical operations support (such as supplier password resets), supplier onboarding, supplier HelpDesk user support, and a variety of technical operations special projects. Position drives process development and improvement, quality assurance, measuring and monitoring supplier connectivity performance to ensure service levels are met while managing headcount and costs to meet budget commitments.  The Director, Technical Operations Support will report to the Sr. Director, Lodging Operations in the Partner Services Group – Global Supply Operations department supporting all Expedia brands and locations globally. 


 


Responsibilities include:


- Oversees team delivering global, multi-lingual technical HelpDesk support and monitoring of all connectivity platforms and >60,000 end users.


- Provide timely and accurate 24x7 Tier 1/2 technical support for all hotel partner connectivity, monitoring and reporting – Expedia Connect, Expedia Quick Connect, EPC, Extranet, Admin Tools. (i.e., password resets, routing of technical issues to appropriate internal resources for Tier 3 IT solutions, support new system launch integration and system updates/releases).


 


- Adherence to SLA’s, financial and operational performance metrics, and developing action plans for improvement.


- Define and streamline operational processes, ongoing training and change management in support of new and existing systems. 


- Coordinate with NOC and IT database developers to improve systems and supplier ease of use/interface tools. 


- Coordinate with Connectivity Account Managers and major chain vendor IT groups to continuously improve systems connectivity and conduct postmortem analysis of system issues/down time.


 


- Evangelize technical support team efforts to improve and expand support via communication with all sales teams on all platforms for end-user and internal technical support, including new user tools or systems pre- and post-launch. 


- Monitor, execute and repair or remedy for all connectivity platforms including Booking Notification and Booking Confirmation processes used to notify hotels of Expedia customer bookings on all platforms. Drive booking notifications/confirmations success rates and failed fax processes. 


 


- Develop reporting and communication plans to ensure key stakeholders are kept apprised of status and issues.


- Coordinate EEM technical support with new Venere team – integrate technical operations support utilizing combination of remote or integrated teams


- Set and achieve financial targets and expense management objectives.


- Align organizational support and expectations with key internal and external customers. Ensure key stakeholders are kept apprised of status and issues.


 


- Drive globalization of team to improve quality, create consistent processes, and generate cost efficiencies through standardization, automation, and process improvement of technical support team. Lead team to be customer service oriented in real-time customer support while identifying trends and root cause issues for continuous improvement.


- Adherence to SLA’s, financial and operational performance metrics, and developing action plans for improvement.


- Define and streamline operational processes, ongoing training and change management in support of new and existing systems. 


 


- Coordinate with NOC and IT database developers to improve systems and supplier ease of use/interface tools. 


- Coordinate with Connectivity Account Managers and major chain vendor IT groups to continuously improve systems connectivity and conduct postmortem analysis of system issues/down time.


- Evangelize technical support team efforts to improve and expand support via communication with all sales teams on all platforms for end-user and internal technical support, including new user tools or systems pre- and post-launch. 


 


- Monitor, execute and repair or remedy for all connectivity platforms including Booking Notification and Booking Confirmation processes used to notify hotels of Expedia customer bookings on all platforms. Drive booking notifications/confirmations success rates and failed fax processes. 


- Develop reporting and communication plans to ensure key stakeholders are kept apprised of status and issues.


- Coordinate EEM technical support with new Venere team – integrate technical operations support utilizing combination of remote or integrated teams


- Set and achieve financial targets and expense management objectives.


- Align organizational support and expectations with key internal and external customers. Ensure key stakeholders are kept apprised of status and issues.


 


- Drive globalization of team to improve quality, create consistent processes, and generate cost efficiencies through standardization, automation, and process improvement of technical support team. Lead team to be customer service oriented in real-time customer support while identifying trends and root cause issues for continuous improvement.


Experience in process development and improvement 


 


- Strong analytical skills including forecasting, financial and performance management 


- User connectivity support in a server driven environment in medium to large sized company desired


- Experience leading and managing cross-functional teams 


- Demonstrated ability to work autonomously and manage a wide variety of projects simultaneously and under deadline 


- Positive, solution-oriented attitude 



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