Head of Operational Excellence

Job Title

Location: Sunlight House, Manchester

Rentalcars.com

Head of Operational Excellence  

Rentalcars.com is the world’s largest online car hire booking service - arranging over 8.5 million rentals a year in more than 50,000 locations worldwide. We employ over 1,700 people from 70 countries across 3 sites in Manchester city centre and one in Barcelona. Our mission is empowering people to do and discover more and our business and market sector is growing rapidly.

As a part of Priceline Group we are a member of the world’s leading and most valuable travel group. Other group companies include: Booking.com the world's leading online hotel reservations agency, Priceline.com, Kayak, Agoda and OpenTable.

Priceline is the third largest e-commerce company in the world (behind Amazon and Alibaba). In 2015, Priceline was one of Fortunes “most admired companies” for the third year in a row, behind only Alphabet (Google), Facebook and Amazon in the tech space.

About the role

 

As we grow the business across car hire, Connect, Rideways and Mobility, and develop the customer experience journeys through the product teams, we need to scale up CS to support this.

 

This role will sit alongside “Heads of Sites” (also being recruited) and will focus on 3 core areas;

 

  • Work with teams across the business so that we have clear, frictionless customer journeys where we dramatically reduce the need to contact customer services and also make the most customer focussed and cost effective use of current and future Contact Centre Technology
  • Take the output from all other areas of the business and design and implement the service journeys to support this.
  • Work with the CS leadership team on process design and continuous improvement that reduces call handling time for new and existing services

 

This role will be targeted with leading a Customer improvement programme that drives the following metrics;

 

  1. Reduce Contacts                                                                                                                  <30% CPB
  2. Increase FCR                                                                                                                         >95%
  3. Increase productivity                                                                                                          Cost per <25%
  4. Increase CSAT                                                                                                                       >90%
  5. Reduce cancellations                                                                                                          <10% overall

 

Key Areas of responsibility;

 

  • Strategic accountabilities;
    1. Use the insight from CS to be the Voice of Customer across the business providing insight and challenge to drive down the reasons for contact
    2. CS lead working alongside our Senior Product Owners to lead the future design, selection and implementation of all new technologies ie messenger, AI, bots, agent/customer portal / app etc to make sure this is delivered in a seamless way to our customers and front line colleagues

 

  • Operations;
    1. Design and implement a global operating “manual” that supports the operation including process design, access to knowledge etc that ensures we deliver industry leading KPI’s on quality and efficiency driving a systemic continuous improvement way of working  
    2. Lead an operational support function that manages the implementation of any new services or changes in to the operation
    3. Deliver continuous OPEX savings for reinvestment in service improvement

 

  • Developing a strong culture of customer service and continuous improvement within the function.
  • As a core member of the Senior Management Team, actively shape the wider business strategy.