Job Description

About the Role

Hopper is looking for a seasoned Service Manager to join our Lodgings Customer Support team. Reporting to our Senior Service Manager, your core responsibilities will be to lead and inspire a team of 4-5 team leaders to deliver exceptional and differentiated customer support experiences in the online travel agency space by driving accountability and continuous improvement.

About You

You are an exceptionally customer-centric and data-driven self-starter with strong people leadership skills and strong operational acumen who is highly invested in identifying, coordinating, and executing opportunities that improve our overall customer experience and organizational KPIs. Additionally, you thrive off of mentoring and developing others through proactive performance monitoring and effective coaching. You prioritize and are energized when you get to interact with your team in a team meeting, 1x1, or side-by-side setting.

Responsibilities - Contact Center Management

• Lead and motivate 4-5 team leaders to deliver exceptional customer service that embodies Hopper's core values and ladders up to organizational north star objectives (NSOs)
• Advocate for your team and customers at every step of the way through data-driven initiatives and recommendations
• Be accountable for your team's qualitative and quantitative performance through effective communication, proactive change and performance management
• Build and foster a high-performing team culture rooted in accountability, psychological safety, and inclusivity
• Drive adherence to scheduling, process, quality, and compliance standards
• Keep the lights on (KTLO)by effectively running day-to-day operations in cooperation with other leaders
• Ensure customer queue health by being a point of escalation, monitoring SLAs, and by working in the queue when necessary

Responsibilities - Service Design

• Be The Voice of the Customer by converting customer signals/data into actionable insights that can be shared with stakeholders to inform on initiatives that'll improve customer experience
• Conduct trending and or root cause analysis as needed to ensure we're solving the right problems and driving sustainable improvements
• Optimize how we support customers with continuous improvement to our standard operating procedures to drive service and operational consistency
• Deep dive into the details, taking ownership for each step of the customer and agent journey so that you can effectively and accurately coach to our standards of service, inform on irregularities, and drive improvements

Minimum Qualifications

• 2-3 years experience as a Service Manager leading contact center people leaders (team leads).
• Experience leading teams in frequent change and high ambiguity environments with agility and grace.
• Experience collaborating with stakeholders and cross-functional partners in a way that builds trust and credibility.
• Excellent communication and people skills.
• You work well and easily in a diverse and globally dispersed setting.
• You're able to communicate clearly, thoughtfully, and with empathy.
• Enthusiasm and curiosity for establishing performance targets, understanding business drivers, and answering complex operational challenges with data.
• Strong analytical and creative problem-solving skills, able to synthesize data into actionable objectives.
• Passion for mentorship and people development.

Preferred Qualifications

• Travel expertise is a plus (Lodgings ++)
• Six Sigma Certification and/or demonstrated orientation towards project management and process reengineering
• CCXP Certification and /or demonstrated orientation towards customer journey design and voice of the customer
• COPC Certification and/or demonstrated operational performance in providing an exceptional customer experience

More about Hopper

Despite the pandemic's impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company's proprietary suite of fintech .

Here are just a few stats that demonstrate the company's recent growth:

- Hopper's valuation is now over $5B, which is more than triple our valuation from early 2020.

- The company grew its revenue by more than 300% YoY in 2021. Hopper's monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper's new B2B initiative, is already 15% of its revenues and growing.

- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.

- Hopper's recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT. We are now the 3rd largest air travel agency in North America.

- The company sells over $2B in travel and travel related financial services annually.

- Hopper's fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.

- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper's travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, , and MakeMyTrip.

The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.

And all this recent growth is just the beginning. There are still so many new opportunities we're excited to tackle in the next year!