Manager, Service Operations (Back Office) - Remote

Overview

The Manager, Service Operations (Back Office) will play a crucial role in enhancing customer happiness and optimizing operational costs at Hopper. This position involves overseeing BPO performance and ensuring effective communication between various stakeholders.

In Short

• Act as the main contact for Back Office team and BPO stakeholders.
• Coordinate BPO performance reviews for consistency and scalability.
• Provide guidance and oversight to BPO operations.
• Represent Back Office knowledge to internal and external stakeholders.
• Utilize strong analytical skills to solve operational issues.
• Communicate effectively with diverse audiences.
• Collaborate with training and quality teams for continuous learning.
• Assist in developing service level metrics.
• Manage regulatory compliance for Hopper.
• Motivate BPO teams to achieve performance goals.

Requirements

• Experience in the travel industry.
• Familiarity with Sabre or Amadeus and NDC content.
• Proven project management experience.
• Strong leadership skills.
• Excellent communication and analytical skills.
• Experience in performance management and process reengineering.
• Knowledge of BPOs and vendor management.
• Understanding of call center operations.
• Commitment to continuous growth and learning.
• Ability to view challenges as opportunities.

Benefits

• Opportunity to work in a dynamic travel tech environment.
• Engagement with a global customer base.
• Collaboration with a diverse team.
• Potential for career growth within the company.
• Access to innovative travel products and services.