Analyst, Business Development & Customer Service

$90,000 - $110,000/Yr

Priceline - Norwalk, CT

Full-time - Mid Level

Hybrid - Norwalk, CT

Administrative and Support Services

About the position

The Analyst, Business Development & Customer Service at Priceline.com is a pivotal role focused on enhancing customer care through data-driven insights and strategic initiatives. This position involves collaborating with various teams to optimize e-commerce relationships, improve user experiences, and drive revenue growth while managing operational risks. The role requires a blend of analytical skills, product management experience, and a passion for travel, all aimed at delivering exceptional customer service and product offerings.

Responsibilities

• 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.
• 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.
• Source, qualify, and cultivate new business relationships with potential clients and partners.
• Negotiate contracts and partnerships to ensure favorable terms and conditions.
• Contribute to the development and execution of the organization's overall business strategy.

Requirements

• 3+ years of consumer-facing online product management, business development or related experience.
• 3-5 years of data analysis experience.
• Strong analytical skills with the ability to interpret data and trends, diagnose problems, and recommend action plans.
• Understanding of the eCommerce Customer Service landscape and experience optimizing revenue growth and post-sale experiences.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced, results-driven environment with multiple responsibilities.
• Proven analytical ability and strong proficiency in Excel and/or Tableau.
• Bachelor's degree in business management, economics, or a quantitative field.

Nice-to-haves

• 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.
• MBA with focus in Finance, Operations Management.
• Certifications in business analysis or project management.

Benefits

• Competitive base salary
• Annual bonus eligibility
• Equity grant opportunities
• Hybrid work model with flexibility in work location