Hopper is hiring a
CS Product Operations Analyst, Remote - The Philippines

Summary

The job is for a Product Operations Specialist at Hopper who will optimize, maintain, and improve cloud contact center workflows and systems. The role involves user acceptance testing, troubleshooting issues, optimizing agent workflows, designing workflows for internal tools, and more.

Responsibilities

• Be a subject-matter expert for our CS environments with the ability to provide solutions and answer questions related to bugs, expected behaviors, and new product launches
• Review, troubleshoot, and provide solutions to emerging issues and advocate for fixes
• Optimize agent workflows based on new products/initiatives and available tools
• Have a direct impact on the Hopper Product roadmap by defining and/or supporting needed changes/improvements
• Design and own workflows for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data) collaborating with cross-functional teams such as L&D, IT and WFM where needed
• Provide user acceptance testing, quality assurance testing, and operational support for new products or automations, in order to validate and report anomalies/expected behaviors, strategize solutions, create tickets to report said bugs, and test fixes once implemented
• Serve as an incident manager as needed for high-impact outages and product issues
• Partner closely with key stakeholders to recommend and pilot in-house and third party tools to enhance the experience of customers and agents
• Schedule regular reviews with stakeholders of the customer and agent facing knowledge bases and workflows to identify areas of improvement
• Maintain high-quality documentation of systems, processes, and settings