The Challenge : We are looking for an enthusiastic, dedicated Appeals &amp; Escalations Operations Manager who will be able to lead our specialty tier team(s) and drive performance in furtherance of our functional goals and priorities. The Appeals &amp; Escalations Operations Manager is responsible for managing service performance, operations, and strategy execution for the aligned function(s), in line with the functional strategy developed at a global level, while driving continuous improvement towards service outcomes. What you'll do : - Directly manage leads in their service tier(s) while providing regular, actionable, and goal-oriented performance feedback to achieve desired service outcomes in the region. Note: this may require the report management of team leads based in - satellite- offices - Leverage escalations/appeals to driving Continuous Improvement techniques, product/process improvements, cycle time reductions, cost reductions, and other activities aimed at reducing/eliminating non-value-added activities &amp; busy fool activities in the process - Solving business problems with utmost efficiency &amp; effectiveness using strong analytical skills including - speed of converting input information to meaningful data, data analysis with latest analytical tools/ approaches, making effective decisions using critical thinking ability - Lead &amp; mentor lean and six sigma projects and actively participate in the selection &amp; executions of these projects - Support and hold teams accountable for the effective handling of escalated and/or complex investigations required for urgent or sensitive issues - Represent the function(s) for their region by speaking directly or in-person with user(s) who have experienced an urgent issue, in partnership with the relevant global teams - Represent the function(s) and act as a decision maker when a cross-functional working group is convened in response to global projects/work streams. - Work with CS Workforce Management and Business Analytics teams to ensure capacity plans are designed to meet desired service outcomes across internal and partner teams and/or in consideration of local market/business needs - Communicate specialty tier(s) service performance across internal and partner teams to regional stakeholders, in partnership with CS Leadership, Service Managers, and/or Global Engagement Managers for their region - Review, synthesize, and present findings from technical or complex data analysis related to functional tier(s) relevant to the respective region or market - In partnership with CS Shared Services and business manager(s), manage delivery and execution of initiatives to drive continuous service improvement What you need to succeed : - A minimum of 10+ years overall experience with at least 8 years of experience in an operations-related role - At least 4 years of experience in a customer experience role, with a minimum of 2 years in a senior-level role managing team leads and front-line staff, with immediate experience in: - Experience in the deployment of resources to manage real-time crisis situations - Experience setting operational or functional targets or performance goals - Engineering Degree; Master's degree or black belt certifications, Manufacturing background would be preferred - Experience leading cross-functional or cross-regional collaborative teams, with immediate experience in any of the following: - Identifying and actioning performance trends for continuous improvement - Interfacing with training, business process improvement, or quality assurance teams - Desired, certifications in related fields would be a plus.

Delhi NCR

Gurgaon/Gurugram

Airbnb - Manager - Appeals & Escalations 

Airbnb - Manager - Appeals & Escalations  ,Job Description for Airbnb - Manager - Appeals & Escalations  in Airbnb in  Delhi NCR Gurgaon/Gurugram for (10-15) years of experience. Apply Now!

Job Description for Airbnb - Manager - Appeals & Escalations  in Airbnb in  Delhi NCR Gurgaon/Gurugram for (10-15) years of experience. Apply Now!