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Operational Readiness Project Lead

1 week ago

Toronto, Ontario, Canada Hopper Full time

Hopper is a leading travel technology company, and as an Operational Readiness Project Lead, you will play a key role in the success of our global customer service team.

You will work closely 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.

This role requires strong leadership, analytical, stakeholder, and project management skills. You will be responsible for developing trust and credibility with stakeholders to foster effective collaboration.

  • Foster effective collaboration with stakeholders by developing trust and credibility.
  • Contribute to product development by coordinating feedback between CS and product teams.
  • Participate in product testing to ensure desired product behaviors.
  • Lead project management activities to operationalize changes that impact CS.
  • Collect, analyze, and engage stakeholders with compelling data that highlights product and 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.

We offer a dynamic work environment with unlimited PTO, generous parental leave, and a comprehensive benefits package.

As a key member of our team, you will have the opportunity to contribute to the development of cutting-edge technology and work with a talented team of professionals.

Key Skills and Qualifications:
  • 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.
  • 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).