About the Role
Title: Specialist, Operational Readiness (Lodgings)
Location: Remote, Brazil
Type: Full-Time
Workplace: remote
Category: TX Core
Job Description:
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