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Online-Customer Performance Engineer

Date: Apr 19, 2019

Location: Singapore, SG, 529540

Company: Sabre

Req ID: 47002

Job Family: Contact Center


Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.

Job Description


Execute actions and oversees BFM tuning to maximize BFM Shopping results measured in:

  • Response Time
  • Low Fare Efficacy
  • Diversity / relevance of the itineraries produced
  • Bookability
  • Cost-effectiveness

Represents the agency needs and expectations in from of internal technical and support teams

  • Oversees the correct management of Service Incidents
  • Follows through internal development work as defined in JIRAs, representing the OTA and clarifying the requirements or competitive opportunity
  • Bridges the reality, requirements and challenges faced by the OTA to the technology product owners and experts, such as: Product Managers, Marketing, System Owners, P0/P1 Incident Engineers, etc

Customer Operational Performance Landscape Assessment

  • Tracks the OTA operational performance in the Shop-to-Book process vs contractual KPI and general performance standards
  • Understand, documents and reports internally and externally the customers current state with focus on the Shop-to-Sell process
  • Ideates, test, proposes and implement solutions to increase Shopping effectiveness, and cost efficiency

IT performance Assessment

  • Constructs, tests, implement and report customized solutions extending off-the-shelf specs of BFM to meet the bookings, share, revenue and loyalty objectives of key agencies

Develops reporting tools and methodology to help prioritize and align Sabre team's efforts

  • Creates tools, reports, dashboards and processes to help internal communications and assessment of Operational challenges and opportunities

Product/Solution Feedback

  • Provides input to product owners on customer/marketplace needs for solution roadmap development based on customer interaction and competitive solution analysis.

Job Requirements


  • Prefer minimum 6 years relevant experience of managing a portfolio of projects to delivery in technology line. 
  • Demonstrates excellent technical awareness and understanding of the core technology in use, including applications in use and core systems and tools in OTA.
  • Demonstrates thorough understanding of business priorities and understands the business criticality of platforms and applications in Online Travel industry.
  • Proven ability to work in collaboration with external customers, building and developing effective relationships with clients.



Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.


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