Hopper is hiring a
Specialist, CS Product Operations in Mexico, Colombia

Summary

The CS Product Ops Specialist is responsible for ensuring optimal performance of Hopper’s Sales Channels cloud contact center workflows and systems, performing user acceptance testing, identifying data-backed operational solutions, and serving as product expert. They will collaborate with cross-functional teams to design and implement internal agent-facing tools and workflows, provide UAT and quality assurance testing for new products or automations, and maintain high-quality documentation.

Requirements

• Excellent written and verbal communication skills in English
• Hands-on experience with JSON for data manipulation and communication with APIs
• Proficiency in HTML, CSS, and JavaScript to create and modify web interfaces
• Experience writing queries in SQL to analyze and validate data-driven hypotheses
• Familiarity with Python programming to leverage scripting and data manipulation capabilities for enhanced data analysis
• A passion for Hopper’s mission to build the most customer-centric travel marketplace
• Has a high level of operational awareness, exceptional attention to detail and a broad understanding of contact centers, live support tool operations and agent behaviors
• Strong analytical and problem-solving skills to clarify, analyze and investigate operational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions
• Bias for action and drive to work autonomously, take initiative to research problems, find solutions, and communicate with stakeholders
• Exceptional ability to grasp, manage, and articulate complex systems
• Strong organizational and prioritization skills in order to manage multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure
• Fluent in customer service metrics, SLAs and support health indicators
• Excellent judgment; ability to ask smart questions and make quick, impactful decisions
• Resilient attitude, ability to stay on your toes and move with any changes that may come your way
• Customer, team & company player

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
• 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
• 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

Preferred Qualifications

• Experience in Product Operations working with Product teams and Engineering teams preferred
• Experience with operation tools like Jira, Confluence, Amplitude, Datadog, Google Sheets
• Deep subject matter expertise in customer service operations and product ecosystems
• Experience in implementing and maintaining complex contact routing, IVRs, skillset libraries and customer journey flows using technologies such as Calabrio, NICE IEX, Amazon Connect and Kustomer
• Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights in a clear and impactful manner