Priyanka Khatri
About Priyanka Khatri
Priyanka Khatri is the Customer Operations Manager for Global Teams at Expedia Group, based in Gurugram, Haryana, India.
Current Role at Expedia Group
Priyanka Khatri is currently serving as the Customer Operations Manager for the Global Teams at Expedia Group since 2023. She operates out of Gurugram, Haryana, India. In her role, she oversees large-scale operations, focusing on enhancing customer satisfaction and streamlining workflows across different regions.
Past Experience at Airbnb
From 2021 to 2023, Priyanka Khatri worked as the APAC Partner Leader for Trust Operations at Airbnb. During her tenure, she managed partnerships and was integral to maintaining trust initiatives across the Asia-Pacific region, operating from Gurugram, Haryana, India.
Operational Leadership at American Express
Priyanka Khatri spent eight years from 2013 to 2021 at American Express in Gurugram, India, where she served as an Operations Team Manager. Her responsibilities included managing credit card disputes and fraud management for the US customer market. Additionally, she worked as a Financial Analyst at American Express from 2007 to 2009 for two years.
Quality Assurance at Convergys
Between 2010 and 2013, Priyanka served as a Quality Assurance Specialist at Convergys. In this role, she focused on quality metrics and assurance activities to ensure high operational standards in service delivery.
Educational Background
Priyanka holds an Executive MBA in Business Administration and Management from S P Jain School of Global Management, completed in 2023. She also has a Bachelor of Business Administration (B.B.A.) in Finance from Western International University, earned in 2006. Additionally, she completed her higher secondary education in Commerce, achieving her XIIth from St. Paul's School in 2003.
Expertise in Advanced Analytical Tools
Priyanka Khatri has significant expertise in using analytical tools such as Nexidia, Speech Miner, Tableau, and Compass. She implemented and transitioned a pilot project using Nexidia for speech analytics and sentiment analysis, demonstrating her proficiency in leveraging technology for operational improvements.
Global Operations Management
In her current and past roles, Priyanka has been responsible for managing capacity planning and training requirements for global partners, particularly in the EMEA and LATAM regions. She drives operations and quality metrics through regular business reviews on a monthly, quarterly, and weekly basis.