Specialist, Operational Readiness (Flights)

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 Airline industry knowledge
• Experience with Sabre or Amadeus and NDC content (or other GDS)

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 the upsides of pre-IPO equity packages.
• Unlimited PTO.
• Carrot Cash travel stipend.
• Access to co-working space on demand through FlexDesk AND Work-from-home stipend.
• Please ask us about our very generous parental leave, much above industry standards!.
• Entrepreneurial culture where pushing limits and taking risks is everyday business.
• Open communication with management and company leadership.
• Small, dynamic teams = massive impact.
• 100% employer paid Medical, Dental and Vision coverage for employees.
• Access to Disability & Life insurance.
• Health Reimbursement Account (HRA).
• DCA/ FSA and access to 401k plan.

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About Hopper - Careers Page

At Hopper, we are on a mission to build the world’s best travel products – combining a world-class travel agency with proprietary fintech ancillaries to help users travel better and our partners earn more. We are a global travel platform that powers the Hopper app, Hopper.com, and our B2B business, HTS (Hopper Technology Solutions).

By leveraging massive amounts of data and advanced machine learning algorithms, Hopper developed a proprietary portfolio of fintech ancillaries that offer peace of mind when booking travel and address common customer pain points, including price volatility, trip flexibility, and avoiding trip disruptions. 

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America and named the #1 Most Innovative Travel Company in 2024 by Fast Company, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

In recent years, Hopper has evolved into a global travel agency and e-commerce and travel fintech provider that powers some of the world’s largest brands and financial institutions. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals.

Today, our partners include leading travel brands like Capital One, Nubank, AirAsia MOVE, Air Canada, and many more. HTS operates sales channels that range from Hopper, the premier app for Gen Z in North America, to a worldwide network of travel rewards portals for credit card holders and mobile marketplaces for leading brands like Tripadvisor.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper sells billions worth of travel and travel fintech every year across the Hopper app, Hopper.com and its global HTS partners.

- The app has over 120 million downloads, and 70% of our users are Gen-Z and Millennials travelers.

- Our fintech products – including Cancel for Any Reason, Disruption Assistance for Any Reason and Price Freeze – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions. 

- Almost 30% of our app customers purchase at least one fintech product when making a booking. Of Hopper app customers who purchase fintech, they purchase 1.7 fintech products on average per order.

- Given the success of its fintech products, Hopper launched in B2B business, HTS (Hopper Technology Solutions), which today represents more than 75% of the business.

- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels.

As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. - Other HTS partners include Air Canada, AirAsia MOVE, CommBank, Nubank, Tripadvisor and many more – with several new partnerships to be announced this year.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. 

Come take off with us!