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Manager, Service Operations

1 week ago

Singapore Hopper Full time

Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The B2B CS Operations Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. They will be the voice of Hopper within the 3rd party call center.
The Manager, Service Operations (Back Office) will be responsible for providing guidance and oversight. They will focus on the vendor’s success by assisting with workflows, KPIs, gap analysis and regulatory compliance. The successful candidate will be the voice of the Hopper agents and customers.
Responsibilities:
Partner as Back Office team single point of contact between our BPO IT, Enablement, WFM and L&D, as well as other stakeholders within the product space -- right people/right time/right outcomes.
Coordinate Business Process Outsourcing (BPO) performance review processes with a focus on consistency and scalability.
Provide guidance and oversight to BPO.
Serve as the key knowledge resource representing the Back Office to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers.
Strong analytical skills with the ability to create solutions for operational problems.
Effective communication skills for diverse audiences (technical and non-technical).
Work with the training and quality teams to create an environment of continuous learning.
Provide assistance in service level metrics development and analysis.
Manage all regulatory requirements as set out by Hopper.
Monitor productivity, assisting the BPO in motivating the team to reach daily, weekly, and monthly goals.
Be a point of escalation for the BPO and internal stakeholders.
Assist BPO Human Resources to interview and select employees for Back Office teammates (as needed).
Assist with tactical planning as it pertains to operations and achievement of results.
Maintain an excellent working knowledge of the entire operation, as well as developing projects.
An ideal candidate has:
Experience in the travel industry.
Extensive experience with Sabre or Amadeus and NDC content (or other GDS).
Proven experience in project management, including planning, execution, and delivery.
Strong leadership background, even without formal authority.
An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues.
Demonstrated orientation towards performance management and process reengineering.
Strong aptitude for BPOs and knowledge of vendor management.
Strong understanding of call centers, call center structures and call center agent behaviors.
Proven track record of driving customer satisfaction.
Exceptional attention to detail.
Experience working for or managing a team in a BPO environment.
Understanding of data and commitment to continuous growth and learning.
Excitement about learning new things and seeing challenges as opportunities.
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.
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