Analyst, Business Development & Customer Service

Analyst, Business Development & Customer Service

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

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

We are seeking an enthusiastic, passionate Analyst, Business Development & Customer Service to join the Customer Service Team. You will be based in our Norwalk office, but will be expected to work from our New York office as needed. Ideal candidates will have a passion for travel, experience optimizing ecommerce relationships, a desire for measuring and understanding end-user preferences, and the ability to create new user experiences that strikes a balance between revenue growth and mitigating operational risk.

You will use insights derived from numerous data sources and a touch of your own strategic thought processes to anticipate and precisely zero-in on improvement opportunities. The travel marketplace evolves quickly and requires a continued understanding of commercial trends and new technologies to continuously align consumer preferences with risk management and revenue growth strategies.

Must be innovative and comfortable with Call Center Operations, Risk Management Concepts, and the Agile development process. The successful candidate will be able to demonstrate their ability to craft a vision, define product requirements, and thrive in a fast-paced, collaborative environment. Priceline aims to release products often with constant iteration and reliance on quantitative and qualitative metrics to define our roadmap. We are a lean team and there is no job too big or too small. Some days you will be planning for the next quarter, and other days you will be diving into database records or inspecting API responses to help the development team troubleshoot an issue.

Reporting to the Senior Manager of Business Development, you will work closely with Call Center Operations, Product Management, Finance operations teams, as well as several Engineering teams to bring Customer Service Product Offerings to market.

Why this job's a big deal:

The Customer Service team is seeking an experienced business development professional who will play a pivotal role in driving the growth and success of our organization by identifying, assessing, and developing new business opportunities within Customer Care. The selected candidate will partner closely with teams across the business to drive strategic objectives.

In this role, you will:

• 
  

  Lead Performance Improvement initiatives utilizing end-user and competitive research, business case development, scoping, and support all phases of the product development lifecycle in coordination with relevant teams.

  
  
• 
  

  Help confirm and track product requirements, establish milestones, and monitor quality assurance activities for a cross-functional team.

  
  
• 
  

  Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.

  
  
• 
  

  Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.

  
  
• 
  

  Continuously propose new solutions to optimize post sale operations, mitigate risk, and enhance user engagement.

  
  
• 
  

  Build and maintain strong stakeholder relationships with departments and teams across the business.

  
  
• 
  

  Advocate for customer and agent experience while supporting critical business objectives.

  
  
• 
  

  Business Analysis:

  
  
  
  
  • 
    

    Conduct in-depth research and competitive analyses to identify strategic opportunities for Customer Care and Commercial Operations.

    
    
  • 
    

    Analyze customer needs, pain points, and market dynamics to develop effective value propositions.

    
    
  
  
  
  
• 
  

  Business Development:

  
  
  
  
  • 
    

    Source, qualify, and cultivate new business relationships with potential clients and partners.

    
    
  • 
    

    Negotiate contracts and partnerships to ensure favorable terms and conditions.

    
    
  
  
  
  
• 
  

  Strategic Planning:

  
  
  
  
  • 
    

    Contribute to the development and execution of the organization's overall business strategy.

    
    
  • 
    

    Identify growth opportunities and recommend strategic initiatives.

    
    
  
  
  
  

Who you are:

• 
  

  3+ years of consumer-facing online product management, business development or related experience.

  
  
• 
  

  3-5 years of data analysis experience.

  
  
• 
  

  Strong analytical skills. Able to interpret data and trends, diagnose problems, and recommend action plans to resolve issues.

  
  
• 
  

  An understanding of the eCommerce Customer Service landscape and experience optimizing revenue growth and post sale experiences..

  
  
• 
  

  A self-starter who is confident and able to move projects forward with little direction.

  
  
• 
  

  Outstanding verbal and written communication skills - from product specifications, to JIRA tickets, to stakeholder presentations.

  
  
• 
  

  Equal enthusiasm for high-level strategic planning and tactical daily execution.

  
  
• 
  

  A desire to work in a fast-paced, results driven environment with multiple responsibilities.

  
  
• 
  

  Humility; a constant desire to grow and learn.

  
  
• 
  

  Must be organized, positive, proactive, results-oriented, with excellent communication and problem solving skills.

  
  
• 
  

  Proven analytical ability and strong proficiency in Excel and/or Tableau.

  
  
• 
  

  Capability to validate and accurately explain results of analysis.

  
  
• 
  

  Bachelor's degree in business management, economics, or quantitative field.

  
  
• 
  

  Passion for innovation and excellence.

  
  
• 
  

  Experience working in travel is useful. Passion for travel required!

  
  
• 
  

  Have a strong analytical mind, excellent communication skills, and a passion for uncovering strategic insights.

  
  

Beneficial Experience:

• 
  

  Experience in Call Center Operations, Consumer Risk Mitigation, or related disciplines.

  
  
• 
  

  Strong proficiency in SQL (Oracle).

  
  
• 
  

  Hands-on experience with industry leading analytical tools (e.g., Tableau).

  
  
• 
  

  Experience in developing and implementing new optimization and/ or control processes.

  
  
• 
  

  History of strategic reengineering and process improvement.

  
  
• 
  

  Capability to validate and explain trends and impact on financial performance.

  
  
• 
  

  MBA with focus in Finance, Operations Management.

  
  
• 
  

  Certifications in business analysis or project management.

  
  
• 
  

  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-$110,000.

#LI-MH1

#LI-Hybrid