Manager, Service Operations (Back Office)

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.

1. Partner as Back Office team single point of contact between our BPO IT, Enablement, WFM and L&D, as well as other stakeholders within the product space -- right people/right time/right outcomes
2. Coordinate Business Process Outsourcing (BPO) performance review processes with a focus on consistency and scalability
3. Provide guidance and oversight to BPO
4. Serve as the key knowledge resource representing the Back Office to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers
5. Strong analytical skills with the ability to create solutions for operational problems
6. Effective communication skills for diverse audiences (technical and non-technical).
7. Work with the training and quality teams to create an environment of continuous learning.
8. Provide assistance in service level metrics development and analysis.
9. Manage all regulatory requirements as set out by Hopper.
10. Monitor productivity, assisting the BPO in motivating the team to reach daily, weekly, and monthly goals.
11. Be a point of escalation for the BPO and internal stakeholders
12. Assist BPO Human Resources to interview and select employees for Back Office teammates (as needed)
13. Assist with tactical planning as it pertains to operations and achievement of results.
14. Maintain an excellent working knowledge of the entire operation, as well as developing projects.

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

Come take off with us!