Customer Support Delivery Manager

Customer Support Delivery Manager
This role is eligible for our hybrid work model: Two days in-office.

At Priceline, we pride ourselves on Customer Care. Through our partner call centers and online support services, our team ensures customers are supported before, during, and after booking with Priceline.

Why this job’s a big deal:
This role is important because it sits at the intersection of customer experience, operational strategy, and product support. As a Customer Support Delivery Manager, your leadership will help improve service efficiency, reduce customer effort, and influence innovation in how we support and engage with our customers. This is an opportunity to lead meaningful initiatives and make measurable contributions at scale.

In this role you will get to:

• Oversee daily customer service operations across offshore contact center locations.

• Monitor service delivery, support improvement initiatives, and implement proactive plans to achieve customer satisfaction goals.

• Ensure consistent execution of support strategies across vendor partnerships and geographies.

• Evaluate and analyze hourly, daily, weekly, and monthly performance reports.

• Identify variances in key service metrics (e.g., CSAT, AHT, FCR), recommend corrective actions, and ensure alignment with customer experience expectations.

• Conduct root cause analyses for service or quality concerns and recommend improvements.

• Build collaborative cross-functional relationships to maintain expertise in day-to-day support operations.

• Communicate and reinforce operational policies and service-level goals in partnership with BPO vendors.

• Lead QBRs and ABRs, presenting customer service performance results and outlining improvement efforts.

• Partner on designing and testing new support initiatives, automation opportunities, and agent tooling enhancements.

• Stay informed on customer service industry trends, including AI applications, to evolve service strategies and strengthen operational effectiveness.

Who you are:

• Minimum of 4–5 years’ experience in contact center operations leadership.

• Skilled in influencing and motivating cross-functional teams and external partners to achieve results and align on priorities.

• Proven ability in performance oversight, workforce management, and service delivery.

• Experience holding BPO partners accountable to SLAs, KPIs, and contractual agreements.

• Experienced in leading QBRs/ABRs and using data to support vendor improvements.

• Strong analytical skills, with the ability to interpret performance metrics (CSAT, AHT, FCR, etc.) and take action.

• Experience conducting root cause analysis and recommending corrective measures.

• Demonstrated focus on customer advocacy, ensuring operational improvements support better customer outcomes.

• Experience aligning service delivery with broader customer experience goals.

• Proven success working cross-functionally with product, technology, and operations teams.

• Strong communication skills, with experience coordinating across geographies and cultures.

• Problem-solving mindset with a focus on continuous improvement.

• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust. 

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $100,000-$115,000.

Who we are

Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers. 

Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.  

We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable. 

If you want to be part of something truly special, check us out! 

Flexible work at Priceline

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