Director of Customer Service Experience, Flights at Hopper

| Greater Boston Area | Remote
Sorry, this job was removed at 11:19 a.m. (EST) on Friday, May 14, 2021
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Minimum qualifications
• Exceptional written and verbal communication skills
• Track record of achieving and exceeding business objectives
• Highly tuned analytical skills
• Proven leadership skills over a team of 5 or more people
• Data driven approach to decision making
• Bachelor’s degree and at least 5 years of post college work experience
• Background in ecommerce or the travel industry is not mandatory but is a plus



About the job
The Director of Customer Service Experience is the single-threaded owner (STO) of Hopper’s Customer Service Experience vertical. The STO is similar to a General Manager who sets the business direction for the team, writes business cases for new opportunities, owns a product development roadmap, recruits and retains talent. The CS Experience team owns KPIs such as self-service automation rate, average handling time, and first contact resolution rate. The team works closely with Hopper’s global customer service delivery organization who manages our customer support centers. The CS Experience STO oversees a team of about 10 people whose skills span the functional areas of product, data science, design, business, operations and engineering.

Responsibilities

  • Set business strategy. With laser focus on the KPIs, plan and execute initiatives that improve the customer service journey for Hopper users.
  • Lead product innovation. Formulate and deliver a cohesive and effective product-development roadmap. Work with product designers, product managers, and a dedicated engineering squad to test and launch new features at a steady cadence.
  • Dive deep. Unlike leadership positions elsewhere, at Hopper our leaders must dive deep into problem areas and contribute directly to outcomes. In this role you will go deep with product and operations stakeholders including our customer service agents.
  • Manage a sub P&L. A vertical, and therefore its leader, is only as successful as its contribution to the business objectives. You will coordinate with Finance to establish and track revenue and expense plans for your business unit. 
  • Recruit and retain. Hopper is very rigorous in our hiring process, and you must hire and keep the most talented people in our industry. Strong leadership and management skills are a must for this position.
  • Build a culture of performance management. Hold team members to high standards through the implementation of performance management, but also ensure that each person has what they need to succeed.
  • Maintain alignment behind the objective. Keep the team motivated and ensure that everyone has the full context required to achieve the business objectives of the vertical.

Benefits

  • Well-funded and proven startup with large ambitions, competitive salary and stock options
  • Unlimited PTO
  • WeWork All Access Pass OR Work-from-home stipend
  • 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, vision, disability and life insurance plans
  • Access to a 401k 

More about Hopper
Today, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.

We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.

Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.

#LI-Remote
#BI-Remote

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Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases

Location

Boston, MA

What are Hopper Perks + Benefits

Hopper Benefits Overview

Stay healthy
Full medical, dental, and vision benefits. Life insurance. Long and short-term disability plans. All on us.

Get paid
Competitive salary. Company stock options. 401(k) retirement savings plan.

Be yourself
Casual work environment, slack channels for every interest group

Take off
Unlimited Digital allows for a flexible work schedule. Unlimited vacation plan. Emergency travel assistance.

Culture
Partners with Nonprofits
Friends outside of work
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Hopper's health insurance policy covers up to 100% of out of pocket expenses - plus we reimburse anything payed into the deductible!
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
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