Working with the Senior Director E-commerce Ops, the successful candidate will have a finger on the pulse of the business. Responsible for hitting the Expedia.com P&L, you will manage a team of e-commerce managers across each of the major lines of business as well as the Customer Experience team. Build and maintain strong relationships across brands, organizations, supply, product and marketing teams.
Responsibilities:
Work with finance team to set Annual plan and quarterly forecasts for Expedia.com
Monitor health of the business and communicate to all stakeholders
Measure and optimize performance of marketing channels to ensure optimal volume/profitability mix
Proactively find site conversion breakdowns by analyzing data, analyzing sessions, or other means - driving best practices across global teams
Partner with hotel, air, car and activities supply teams to identify opportunities to grow the US business through improved systems, processes, programs or campaigns
Work with appropriate teams to identify ways to improve conversion based on these findings.
Build and pitch investment cases and product development requirements to global teams to grow US business and improve Net Promoter Score (NPS)
Actively investigate known or suspected issues from outside sources, including visitor notes, bug reports, outages, research, and employee observations.
Report back on the improvement plan, execution, and outcome of the work.
Develop and test new, alternate approaches, other technologies, or deep dive investigations to find potential conversion improvement opportunities.
Work with web analytics, user experience, and development teams to prioritize initiatives and resolve issues in a timely manner.
Promote a culture of customer advocacy by building awareness to the successes and opportunities both qualitatively and quantitatively.
Site Optimization: Develop keen understanding of website experience and develop recommendations to improve customer engagement and conversion.
Customer Experience: Understand key drivers of customer satisfaction and attrition, through primary/secondary research, customer feedback, and partnership with Customer Operations & PR teams.
Qualifications:
Bachelors/Masters degree; MBA is a plus
Minimum 7+ years' industry experience, experience in consumer e-commerce preferred.
Experience with web development platforms and technologies.
Proven track record of building & managing high performing teams
Proven track record of successfully defining and delivering complex projects with superior ROI, from business case through deployment.
E-commerce travel, or consumer/retail experience a plus
Proven track record in management of tracking and analytical requirements
Proven track record of defining and executing key analysis with minimal supervision
Expert level knowledge of Microsoft Excel and PowerPoint and demonstrated experience in modeling, analysis, research, and presentation creation
Technical Skills (TeaLeaf, Business Objects, TSQL and Omniture / Google Analytics)
7 + years' experience working with standard web analytics tools including Omniture, Google Analytics
Solid knowledge in Web Analytics tools session/event data capture and storage logic
Good foundation in SQL and RDBMS technology, particularly Business Intelligence and Analytics solutions
Experience implementing and measuring the success of online communication channels including SEM / PPC and SEO campaigns and strategies
Core Competencies:
Demonstrated experience working in a cross-functional team environment
Proven track record of defining and executing key analyses with minimal supervision
Exceptional verbal and written communication skills
Highly organized with keen attention to detail
Comfortable in a fast-paced environment
A passion for change and a love of travel!
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