Workforce Management Finance Manager

We’re looking for a Customer Support Finance Analyst to join the Hopper Customer Service Vendor Management Operations team. In this role you will program manage and consult for all processes involving partner invoicing, in an Accounts Payable and Accounts Receivable capacity, working with stakeholders to ensure their accuracy, and making sure all are paid before the month is over.

The role encompasses three primary areas:Accounts Payable Processing: Hopper collaborates with a global network of Customer Support Vendors (BPOs) who submit monthly invoices requiring review and approval. The Analyst will extract data from various formats (spreadsheets, word documents, PDFs) with nonstandard formatting and generate comprehensive reports for different business units. Meticulous attention to detail and the ability to identify discrepancies are essential.

Accounts Receivable Allocation: Support costs are maintained in a dedicated general ledger and billed to various Hopper and HTS projects and partner companies. The Analyst will partner with Hopper finance to develop and implement defensible allocation strategies, collaborating closely with finance, workforce management, and senior leadership.

Customer Support Financial Consultant: Working under the guidance of CS leaders, the Analyst will serve as an external financial representative for Hopper and HTS. They will develop external financial models for BPO support, which will be utilized throughout the organization.

This position is fully remote but it requires a minimum of four hours of overlap with EST business hours (9 AM–5 PM).

• 2+ years of experience working with financial data within customer support operations
• Experience in billing, invoicing, or other finance-related activities
• Experience with common accounts payable concepts, practices, and procedures
• Impeccable attention to detail, even when handling large data sets
• Strong analytical and creative problem-solving skills, with extensive modeling experience
• Experience developing and managing large-scale data structures for business intelligence analytics using data modeling
• Experience developing, maintaining, and managing Excel- or Google Sheet-driven dashboards and analytics
• Proficiency in Google Suite and Tableau

• Experience with BPO financial modeling is an asset 
• Experience in the Travel Industry is an asset
• Experience in Shared Service B2B Operations is an asset
• A degree in Business, Strategy, Finance, Math, Statistics, Economics, or other quantitative disciplines
• Advanced SQL skills for acquiring and transforming data
• Ability to build dashboards with informative visualization & impactful presentations to share insights and drive recommendations

• Develop and maintain reports, dashboards, reporting tools and structures to track key metrics
• Ensure the precision of vendor and supplier invoices to guarantee the prompt processing of invoices
• Act as a liaison with vendors, suppliers, and other external and internal customers, as necessary
• Maintain accurate files for effortless accessibility, utilizing automation whenever feasible
• Resolve invoice and payment discrepancies with accuracy and timeliness
• Identify and report errors and discrepancies within 7 days of invoice receipt
• Assume responsibility for developing scalable reporting and analytics solutions for BPO invoices, utilizing automation when possible
• Assume responsibility for developing defensible reporting and analytics solutions for the internal billing of customer support functions, utilizing automation when possible
• Analyze performance, identify internal and external trends from data, troubleshoot issues, identify new opportunities and address ad-hoc data requests
• Coordinate cost research and analytic activities utilizing various data points (unstructured and structured) and possess the ability to clean and organize the data
• Using multiple data sources, create reporting, performance monitoring tools, and dashboards for end users
• Possess advanced skills in extracting insights from data and clearly communicating them to stakeholders and senior management, both verbally and in writing, as required
• Develop and maintain reports, dashboards, reporting tools and structures to track key metrics

• Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages.
• Hopper covers 100% of the premiums for group insurance plan.
• Hopper offers life, short term and long term disability coverage.
• HSA that covers eligible medical and dental expenses.
• All employees and dependents have access to Dialogue’s telemedicine services, anytime, anywhere.
• All employees have access to an RRSP plan with automatic pre-tax withdrawals per pay.
• Please ask us about our very generous parental leave, much above industry standards!.
• Unlimited PTO.
• Carrot Cash travel stipend.
• Access to co-working space on demand through FlexDesk AND 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.

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About Hopper - Careers Page

At Hopper, we are on a mission to build the world’s best travel products – combining a world-class travel agency with proprietary fintech ancillaries to help users travel better and our partners earn more. We are a global travel platform that powers the Hopper app, Hopper.com, and our B2B business, HTS (Hopper Technology Solutions).

By leveraging massive amounts of data and advanced machine learning algorithms, Hopper developed a proprietary portfolio of fintech ancillaries that offer peace of mind when booking travel and address common customer pain points, including price volatility, trip flexibility, and avoiding trip disruptions. 

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 and named the #1 Most Innovative Travel Company in 2024 by Fast Company, 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.

In recent years, Hopper has evolved into a global travel agency and e-commerce and travel fintech provider that powers some of the world’s largest brands and financial institutions. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals.

Today, our partners include leading travel brands like Capital One, Nubank, AirAsia MOVE, Air Canada, and many more. HTS operates sales channels that range from Hopper, the premier app for Gen Z in North America, to a worldwide network of travel rewards portals for credit card holders and mobile marketplaces for leading brands like Tripadvisor.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper sells billions worth of travel and travel fintech every year across the Hopper app, Hopper.com and its global HTS partners.

- The app has over 120 million downloads, and 70% of our users are Gen-Z and Millennials travelers.

- Our fintech products – including Cancel for Any Reason, Disruption Assistance for Any Reason and Price Freeze – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions. 

- Almost 30% of our app customers purchase at least one fintech product when making a booking. Of Hopper app customers who purchase fintech, they purchase 1.7 fintech products on average per order.

- Given the success of its fintech products, Hopper launched in B2B business, HTS (Hopper Technology Solutions), which today represents more than 75% of the business.

- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels.

As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. - Other HTS partners include Air Canada, AirAsia MOVE, CommBank, Nubank, Tripadvisor and many more – with several new partnerships to be announced this year.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. 

Come take off with us!