Operational Readiness Specialist

Summary

Join Hopper as a CS Operational Readiness Specialist and play a vital role in the success of our global customer service team. You will collaborate with various leaders to ensure smooth operationalization of changes impacting customer service. This involves gathering requirements, coordinating product testing, developing implementation plans, and providing data-driven feedback for continuous improvement. Strong leadership, analytical, and project management skills are essential, along with a deep understanding of technical teams. The role requires proficiency in customer experience data analysis and excellent communication skills. Hopper offers a competitive salary, unlimited PTO, and other attractive benefits.

Requirements

• Proficient in working with customer experience data, trend and root cause analysis, and data visualization
• Excellent communication, critical thinking and problem-solving abilities
• Thorough understanding of project/program management techniques and methods
• Schedule flexibility to collaborate with teams in different time zones
• Experience leading cross-functional team projects
• Proven ability to communicate complex technical work to a non-technical audience
• Excellent communication and people skills – listening, written, and spoken. You work easily with diverse teams and optimize communication when working with people at all levels with varying styles. You know how to share your opinions clearly, thoughtfully and with empathy
• Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data (CSAT/DSAT, AHT, Quality Assurance Scores, Contact Rates, etc)
• Ability to react quickly to changing business needs with agility, grace, and clarity
• Proficiency in Airline industry knowledge
• Experience with Sabre or Amadeus and NDC content (or other GDS)

Responsibilities

• Develop trust and credibility with necessary stakeholders to foster effective collaboration
• Help inform and contribute to product development by coordinating feedback between CS and product
• Participate in product testing to ensure desired product behaviours
• Lead project management activities to operationalize changes that impact CS
• Contribute to continuous improvement by collecting, analyzing, and engaging stakeholders with compelling data that highlights product and or supplier opportunities
• Manage time and resources effectively to deliver high-quality, well-documented deliverables within established timelines
• Demonstrate technical expertise to make informed decisions based on data and stakeholder input

Preferred Qualifications

• Previous experience in a contact center environment
• Previous experience working directly with and effectively leading/influencing OSPs
• Previous Project Management experience
• Previous experience working well with Product/Engineering teams

Benefits

• Well-funded and proven startup with large ambitions, competitive salary, etc
• Unlimited PTO
• Carrot Cash travel stipend
• Flexdesk All Access Pass & Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact