CS Product Operations Analyst

We are looking for an experienced Product Operations Specialist to join the CS Product Ops team responsible for ensuring that all cloud contact center workflows and systems across Hopper’s Sales Channels are optimized, maintained and continuously improved in the best interest of Hopper’s customers and the agents on the Customer Service team.

As a CS Product Ops Specialist you will play a critical role in the software development and testing process by performing User Acceptance Testing (UAT), acting as an advocate for end-users and ensuring that feature meets expectations before they go live. You will serve as product expert to answer stakeholder questions, identify and diagnose bugs and needed product features, and work with Product and Development teams to advocate for those fixes and features. You’ll also be responsible for identifying data-backed operational and product solutions to remove friction points in the customer journey. You will be a confident investigator, able to quickly identify root causes of issues while providing exceptional customer service to contact center delivery leaders, business stakeholders, software developers as well as operations groups such as WFM and IT.  

You will also have the opportunity to design and implement low-code automations for internal agent-facing tools, as well as workflows and data governance processes that enable internal improvements. We’re looking for an analytical, service-oriented and solutions-driven contributor to stand up viable and resilient solutions. 

• Be a subject-matter expert for our CS environments with the ability to provide solutions and answer questions related to bugs, expected behaviors, and new product launches.
• Review, troubleshoot, and provide solutions to emerging issues and advocate for fixes.
• Optimize agent workflows based on new products/initiatives and available tools.
• Have a direct impact on the Hopper Product roadmap by defining and/or supporting needed changes/improvements.
• Design and own workflows for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data) collaborating with cross-functional teams such as L&D, IT and WFM where needed.
• Provide user acceptance testing, quality assurance testing, and operational support for new products or automations, in order to validate and report anomalies/expected behaviors, strategize solutions, create tickets to report said bugs, and test fixes once implemented.
• Serve as an incident manager as needed for high-impact outages and product issues.
• Partner closely with key stakeholders to recommend and pilot in-house and third party tools to enhance the experience of customers and agents.
• Schedule regular reviews with stakeholders of the customer and agent facing knowledge bases and workflows to identify areas of improvement.
• Maintain high-quality documentation of systems, processes, and settings.

• Excellent written and verbal communication skills in English.
• Hands-on experience with JSON for data manipulation and communication with APIs.
• Proficiency in HTML, CSS, and JavaScript to create and modify web interfaces.
• Experience writing queries in SQL to analyze and validate data-driven hypotheses.
• Familiarity with Python programming to leverage scripting and data manipulation capabilities for enhanced data analysis.
• Excellent computer skills, a willingness and an eagerness to approach workflow engineering and low-code automation with a data-driven approach.
• A passion for Hopper’s mission to build the most customer-centric travel marketplace.
• Has a high level of operational awareness, exceptional attention to detail and a broad understanding of contact centers, live support tool operations and agent behaviors.
• Strong analytical and problem-solving skills to clarify, analyze and investigate operational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions.
• Bias for action and drive to work autonomously, take initiative to research problems, find solutions, and communicate with stakeholders.
• Exceptional ability to grasp, manage, and articulate complex systems.
• Strong organizational and prioritization skills in order to manage multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure.
• Fluent in customer service metrics, SLAs and support health indicators.
• Excellent judgment; ability to ask smart questions and make quick, impactful decisions.
• Resilient attitude, ability to stay on your toes and move with any changes that may come your way.
• Customer, team & company player.
• Take on delegated tasks with enthusiasm towards the greater good of the company.

• Experience in Product Operations working with Product teams and Engineering teams preferred.
• Experience with operation tools like Jira, Confluence, Amplitude, Datadog, Google Sheets.
• Deep subject matter expertise in customer service operations and product ecosystems.
• Experience in implementing and maintaining complex contact routing, IVRs, skillset libraries and customer journey flows using technologies such as Calabrio, NICE IEX, Amazon Connect and Kustomer.
• Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights in a clear and impactful manner.

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