Job Description

The Manager, Service Operations (Back Office) will be responsible for providing guidance and oversight. They will focus on the vendor s success by assisting with workflows, KPIs, gap analysis and regulatory compliance. The successful candidate will be the voice of the Hopper agents and customers. Responsibilities Partner as Back Office team single point of contact between our BPO IT, Enablement, WFM and LD, as well as other stakeholders within the product space -- right people/right time/right outcomes Coordinate Business Process Outsourcing (BPO) performance review processes with a focus on consistency and scalability Provide guidance and oversight to BPO Serve as the key knowledge resource representing the Back Office to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers Strong analytical skills with the ability to create solutions for operational problems Effective communication skills for diverse audiences (technical and non-technical). Work with the training and quality teams to create an environment of continuous learning. Provide assistance in service level metrics development and analysis. Manage all regulatory requirements as set out by Hopper. Monitoring productivity, assisting the BPO in motivating the team to reach daily, weekly, and monthly goals. Be a point of escalation for the BPO and internal stakeholders Assist BPO Human Resources to interview and select employees for Back Office teammates (as needed) Assists with tactical planning as it pertains to operations and achievement of results. Maintains an excellent working knowledge of the entire operation, as well as developing projects. An ideal candidate has Experience in the travel industry Extensive experience with Sabre or Amadeus and NDC content (or other GDS) Proven experience in project management, including planning, execution, and delivery. Strong leadership background, even without formal authority An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues Demonstrated orientation towards performance management and process reengineering Strong aptitude for BPOs and knowledge of vendor management. Has a strong understanding of call centers, call center structures and call center agent behaviorsHas a proven track record of driving customer satisfactionHas an exceptional attention to detail. Has worked for or managed a team in a BPO environmentExperience understanding dataIs committed to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things