Manager - Service Operations, Back Office

January 8

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Hopper

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Hopper is a travel booking platform that offers a one-stop solution for planning trips, including flights, hotels, rental cars, and homes. The platform features advanced options such as price prediction, disruption assistance, and the Price Freeze™ feature, allowing travelers to secure deals and manage changes conveniently. Hopper is known for its mobile app availability on iOS and Android, providing a streamlined experience for its users. It serves millions of travelers worldwide, offering VIP support and various affiliate programs for partners.

airfare and analytics

201 - 500 employees

💰 $96M Venture Round on 2022-11

📋 Description

• Customer advocacy is at the heart of Customer Service. • Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. • The B2B CS Operations Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. • They will be the voice of Hopper within the 3rd party call center. • The Manager, Service Operations (Back Office) will be responsible for providing guidance and oversight. • They will focus on the vendor’s success by assisting with workflows, KPIs, gap analysis and regulatory compliance. • The successful candidate will be the voice of the Hopper agents and customers.

🎯 Requirements

• Experience in the travel industry • Extensive experience with Sabre or Amadeus and NDC content (or other GDS) • Proven experience in project management, including planning, execution, and delivery. • Strong leadership background, even without formal authority • An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues • Demonstrated orientation towards performance management and process reengineering • Strong aptitude for BPOs and knowledge of vendor management. • Has a strong understanding of call centers, call center structures and call center agent behaviors • Has a proven track record of driving customer satisfaction • Has an exceptional attention to detail. • Has worked for or managed a team in a BPO environment • Experience understanding data • Is committed to continuous growth and learning. • They understand that every challenge is an opportunity and they get excited about learning new things