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Customer Quality Insights Manager

Overview

CompanyHopper

Salary

ExperienceAny

LocalRemote

Job Description

Hopper is looking for a highly analytical customer experience leader to join the Service Optimization team as Hopper’s go-to person for compelling qualitative insights that inform on and ultimately improve the Hopper customer experience.

Championing one of Hopper’s core operational values, Customer Obsession, this role will be the driving force for customer experience improvements by running a tech forward QA program and by working with Product, Operational, and Service teams to address and remedy top customer friction points with either product, policy, and or with the quality of service itself.

This role requires a naturally curious and operationally minded data-driven leader who will directly influence roadmaps by helping to flesh out what tactical and strategic initiatives we prioritize using domain expertise, data, and real-world examples. Reporting to our Sr. Director of Service Optimization, you will be leading a lean team of globally dispersed Quality Program Managers responsible for converting program tasks into meaningful signals that serve as a voice of the customer.

You could be a fit if you have a passion for travel and hospitality, have strong data chops, care deeply about customer advocacy, prefer start-up culture to big company bureaucracy, have a track record for driving material and measurable results in a fast and ambiguous environment.

Responsibilities include

Run and improve upon our existing QA program to drive material customer experience improvements
Develop and publish weekly/monthly QA insights that put a spotlight on top customer friction points
Liaise and provide indirect leadership for our BPO partners and their QA teams
Contribute to product, operational, and service innovation by uncovering new areas of opportunity using data and real-world customer examples
Modernize our QA program by sourcing and implementing tools that enable automation and better data
Participate and lead in roadmap development for stakeholder teams by providing consistent and reliable data-backed feedback and findings from our customers
Partner with our data and analytics team to build and deploy dynamic dashboards that provide readily available access to our program data
Inspire, develop, and lead a lean team of Quality Program Managers

Minimum Qualifications

2+ years experience leading people/teams in a startup environment
3+ years experience in data and analytics with an ability to design and implement compelling data visualizations
Familiarity with standard COPC based contact center QA programs
The ability to effectively collaborate with relevant stakeholders and influence roadmaps
The ability to operate with agility, proactivity, and poise in a fast and ambiguous environment
Excellent work prioritization skills
Excellent written and verbal communications skills; presents ideas and directives clearly and persuasively

Preferred Qualifications

Expertise with data visualization tools (Tableau, Amplitude, etc)
Expertise with running complex SQL queries
Relevant contact center domain expertise that will allow you to steer large-scale customer and employee impacting solutions
Previous management experience of operational (both in-house and outsourced) teams

More about Hopper

At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.

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, 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.

While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.