Specialist, Operational Readiness

3 weeks ago

Toronto, Ontario, Canada Hopper Full time
As a CS Operational Readiness Specialist at Hopper, you'll be key in the success of Hopper's global customer service team, ensuring changes that impact CS are effectively operationalized.

You'll work directly with product, revenue, operational, and service delivery leaders to gather requirements, coordinate necessary product testing, develop an implementation plan, and provide compelling programmatic feedback to drive continuous improvement. In addition to strong Hopper and OTA knowledge, this role requires strong leadership, analytical, stakeholder and project management skills.

Additionally, this role requires a deep understanding of how technical teams work and communicate.

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.

Minimum Qualifications

- 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 Lodgings industry knowledge.

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 and upsides of pre-IPO equity packages.
- Hopper covers 100% of the premiums for group insurance plan.
- Hopper offers life, short term and long term disability coverage.
- HSA that covers eligible medical and dental expenses.
- All employees and dependents have access to Dialogue's telemedicine services, anytime, anywhere.
- All employees have access to an RRSP plan with automatic pre-tax withdrawals per pay.
- Please ask us about our very generous parental leave, much above industry standards
- Unlimited PTO.
- Carrot Cash travel stipend.
- Access to co-working space on demand through FlexDesk AND 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.

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