Product Integration Manager

This role is eligible for our hybrid work model: 2 days in-office

Product Integration Manager Why This Job’s a Big Deal The Customer Care Operations team is currently looking for an experienced professional to facilitate release management of new products and services within the Customer Care ecosystem. This individual will be fully responsible for bridging the gap between our contact centers and the various product, technology and business teams. This individual will gather, prioritize and champion the needs of the contact center. They will build in depth knowledge of the product and business portfolio components that feed the call centers. They will serve as the point of contact for the business portfolio teams when new systems and features are released. Finally, they will provide feedback and insights on the experiences of our internal and external customers; understanding their challenges, and translating that into product feature requests.

In This Role You Will Get To

• Execute a standardized process and strategy of integrating new products and services that aligns with the goals of the Customer Care department and the overall business objectives.
• Collaborate closely with cross-functional teams, including business portfolio teams, product development, technology, and finance to ensure alignment and seamless execution of projects within the call center operation.
• Support Customer Care and Business Portfolios through customer and agent subject matter expertise, highlight requirements within the planning process and surfacing potential risks and issues.
• Enable product delivery by ensuring Customer Care Operations team is supported in executing their deliverables through planning & release coordination
• Work with Customer Care Business Analysts to provide feedback to Business Portfolio teams on customer and agent experience, points of friction, and further product development opportunities.
• Analyze data using Lean, Six Sigma, or other relevant methodologies to drive process improvements and operational excellence.
• Oversee the end-to-end implementation process, from project initiation to completion, ensuring that projects are delivered on time, within scope, and within budget.

Who You Are

• Bachelor's degree in Business Administration / industrial engineering or a related field is required. An advanced degree or certifications in Lean Six Sigma or other process improvement methodologies are highly preferred.
• 3+ years in a product or project management role, ideally within the Contact Center or an operations related industry, with a demonstrated focus on enhancing customer experience and sales.
• Proven experience creating solutions that benefit both end customers as well as internal stakeholders
• Strong analytical capabilities, with training and/or certification in Lean, Six Sigma methodology, and analytics preferred.
• Excellent communication skills, both verbal and written, coupled with strong leadership and interpersonal abilities to effectively collaborate with cross-functional teams and implement change throughout the organization.
• The capacity to excel in a fast-paced environment, managing multiple projects concurrently and delivering outcomes within set deadlines.
• 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 $90,000- $115,000K USD. Who We Are WE ARE PRICELINE.

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 Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.

Inclusion is a Big Deal ! To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.

Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.

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