Service Operations Manager

Summary

Join Hopper's Customer Service team as a B2B CS Operations Manager and play a vital role in enhancing customer satisfaction and optimizing operational costs. You will serve as the liaison between Hopper and a third-party call center, providing guidance and oversight to ensure efficient workflows and regulatory compliance. This position requires strong analytical and communication skills, experience in the travel industry, and a proven track record in project management and vendor management. You will be responsible for performance reviews, metric development, and problem-solving, while also fostering a culture of continuous learning and improvement within the BPO environment. The ideal candidate possesses extensive experience with Sabre or Amadeus and a strong understanding of call center operations.

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

Responsibilities

• 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
• Coordinate Business Process Outsourcing (BPO) performance review processes with a focus on consistency and scalability
• Provide guidance and oversight to BPO
• 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
• Strong analytical skills with the ability to create solutions for operational problems
• Effective communication skills for diverse audiences (technical and non-technical)
• Work with the training and quality teams to create an environment of continuous learning
• Provide assistance in service level metrics development and analysis
• Manage all regulatory requirements as set out by Hopper
• Monitoring productivity, assisting the BPO in motivating the team to reach daily, weekly, and monthly goals
• Be a point of escalation for the BPO and internal stakeholders
• Assist BPO Human Resources to interview and select employees for Back Office teammates (as needed)
• Assists with tactical planning as it pertains to operations and achievement of results
• Maintains an excellent working knowledge of the entire operation, as well as developing projects

Preferred Qualifications

They understand that every challenge is an opportunity and they get excited about learning new things