Manager, Service Operations (Back Office) - Remote

Overview

The Manager, Service Operations (Back Office) will play a crucial role in enhancing customer satisfaction and optimizing operational efficiency at Hopper. This position involves overseeing BPO performance, ensuring compliance, and acting as a liaison between various stakeholders.

In Short

• Act as the single point of contact for Back Office team and BPO.
• Coordinate BPO performance reviews for consistency and scalability.
• Provide guidance and oversight to BPO operations.
• Represent Back Office to internal and external stakeholders.
• Utilize strong analytical skills to solve operational problems.
• Communicate effectively with diverse audiences.
• Collaborate with training and quality teams for continuous learning.
• Assist in developing service level metrics.
• Monitor productivity and motivate BPO teams.
• Manage regulatory requirements and assist in HR processes.

Requirements

• Experience in the travel industry.
• Familiarity with Sabre or Amadeus and NDC content.
• Proven project management experience.
• Strong leadership skills.
• Excellent communication and synthesis of information.
• Orientation towards performance management.
• Knowledge of BPOs and vendor management.
• Understanding of call center operations.
• Experience in a BPO environment.
• Commitment to continuous growth and learning.

Benefits

• Opportunity to work in a dynamic travel tech environment.
• Be part of a mission-driven company.
• Engage with a diverse team.
• Contribute to innovative travel solutions.
• Work remotely with flexible arrangements.