Hopper is looking for a Service Provider Operations Implementations Manager focused on International Expansion to join our Customer Service team. Reporting to the Service Provider Operations Lead, we are looking for an exceptionally customer-centric and data-driven Contact Center Service Provider Operations (Vendor Management) or Implementations professional with strong business acumen who is highly invested in coordinating and executing opportunities to launch language specific business lines at onshore and offshore centers.
Your key responsibilities will include managing projects within the service provider operations lifecycle (vendor and business unit onboarding-to-offboarding) for Customer Service Delivery groups and externally with outsourced service providers. You will be in charge of managing the lifecycle of launching International teams, which can broadly be categorized into 5 steps.
1. Working with leaders in Translation and Localization to ensure content and copy is up to speed.
2. Working with Workforce Management to get an adequate headcount understanding before launching the site
3. Working with CS Enablement to build a technical solution in our CRM to suss out foreign language tickets to efficiently and effectively serve to agents
4. Working with Learning Quality and Knowledge to ensure we have training curriculum available in local languages, and any adjustments to make the team fit with 1&2&3
5. Working with Service Providers and Implementation Managers to get the team launched and live.
Minimum Qualifications
Preferred Qualifications
Responsibilities
MORE ABOUT HOPPER
Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company’s proprietary suite of fintech offerings.
Here are just a few stats that demonstrate the company’s recent growth:
- Hopper’s valuation is now over $5B, which is more than triple our valuation from early 2020.
- The company grew its revenue by more than 300% YoY in 2021. Hopper’s monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper’s new B2B initiative, is already 15% of its revenues and growing.
- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.
- Hopper’s recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT. We are now the 3rd largest air travel agency in North America.
- The company sells over $2B in travel and travel related financial services annually.
- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.
- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, Trip.com, and MakeMyTrip.
The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.
Hopper is an award-winning online travel marketplace. We partner with airlines, hotels, homes, and car rental providers across the globe so you can feel confident you're booking the perfect vacation at the best price.
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