Operations Lead (Rides)

Operations Lead (Rides)

About the company

At (url removed), we like to make it easier for everyone to experience the world. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them. We began by taking hotel bookings online over 20 years ago, and we’ve been crafting the travel industry ever since. Today, we’re building a platform that connects all parts of the trip – from accommodation to transport, tickets, tours and more.
From our HQ in Manchester, we help people get where they want to go, anywhere in the world. We’re part of the worldwide (url removed) community where our staff come from all over the world, just like our customers. What brings us together is our love of adventure. It’s easy to be enthusiastic about a job that enriches so many lives daily, and our workplace reflects our diversity and global focus.

If you’re like us, you’ll love to help people, travel and new life experiences too. Put these drives together and you get an international team who’ll take problems and turn them into solutions, increasing customer satisfaction and helping to grow our international business.

(url removed) core values

• Own It
• Learn Forever
• Succeed Together
• Do the Right Thing
• Think Customer First

We are committed to provide everything needed to take your career in the direction you want. With our core values we ensure you contribute to (url removed)’s mission in the best way you can.

The role

The Centre of Expertise (CoE) Rides Value Lead is responsible for driving performance in Manchester to meet the Rides (Taxi) CS Department agreed targets and KPIs, whilst ensuring customer experience is consistently delivered. This role is also responsible for developing, setting and leading functional objectives in line with the CoE and wider Business unit or business objectives. 

The Rides Value Lead will represent the 'Voice of Our Customer' working collaboratively with our Ground Transport Business Unit, acting on behalf of the CoE and the CS Department with the wider Rides Management team, contributing to and informing the strategic decisions of the product.

Responsibilities 

• Drives excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets, through effectively using business tools and leading teams within their specific function;
• Develops, sets and leads functional objectives and teams in line with the CoE and wider Business unit or business objectives;
• Ensuring CoE unified form is fostered into our ways of working in the locations and across products. Acting as the gatekeeper for all CoE unified form requests, coordinating decision making, and prioritization within wider CS Operations and with Business Partners;
• Creates strong cross-functional collaboration with the other departments including HR Advisory, WFM, Finance and CS Global Support i.e. SED, Platforms, Product, GOS to support CS operations and to ensure that the function is well resourced and aligned to the operations readiness framework;
• Fosters a highly motivated team environment that encourages continuous learning and improvements and promotes a safe, open & engaging office environment where regular and constructive feedback is encouraged, in order to drive excellent employee engagement;
• Continually develops operational capability by finding opportunities for improvements, working collaboratively with support functions to lead and deliver change projects and taking ownership for initiatives through to completion ensuring they are implemented on-time and in accordance to agreed objectives;
• Effectively communicate wider business updates and department strategy, ensuring team objectives are aligned and understood;
• Handles and oversees leading functional operational issues and finds effective solutions as appropriate, delegating actionable tasks where necessary to the wider CS management teams;
• Coaches and develops the Customer Service Managers and Teams to ensure teams achieve quality and productivity results leading to optimal customer experience; liaising support functions such as HR Advisory and Learning & Development (who will also liaise with wider People functions) where required;
• Be a role model for company policies and procedures, values and behaviors, through periods of stability and change, and ensures their teams understand and adheres to them;
• Responsible for engagement, performance, productivity, efficiency and continuous improvement within the function;
• Supports onboarding of new Customer Service Managers within their functions and locations;
• Crafts vision and concepts into well managed strategic plans or cases (with data and operational detail) for the function;
• Wider business thinking, and cross business working with stakeholder management and influencing skills;

Skills

• Proven people management skills, including experience in managing large multi-national, multi-lingual, multi-channel teams and middle management;
• Strong leadership with experience managing culturally diverse teams across different geographical locations, driving strong employee engagement;
• Proven track record in driving positive performance results, and employee and customer satisfaction;
• Able to thrive in a fast-paced and dynamic work environment;
• Ability to build strong and effective cross-functional relationships;
• Ability to scope and lead on change initiatives and projects;
• Excellent written and verbal communication skills;
• Identifies talent and is able to effectively support colleagues through development needs and progression;
• Good analytical skills with the ability to find opportunities for improvement and translate analysis into actionable solutions to impact process design and delivery accordingly;
• Facilitates an open and inclusive environment

Benefits

• 25 holiday days (rising to 28) to go exploring
• Private health insurance
• Generous accommodation discount, so you can explore for less
• Pension with up to 10% matched company contribution
• Huge learning and development platform tailored to you
• Shopping and leisure discounts through Perkbox
• Competitive Global Life Events Policy e.g. parental, adoption leave
• Hybrid way of working More Information (please note this is not a remote only role)
• Brand new innovative Office space with free restaurant-quality breakfast and lunch options
• Wellbeing focus
• Mental health first-aiders and free support

(url removed) is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening:
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.