What is the type of contract for this position?

The contract for this position is a Full-time contract

What's the salary range for the Product Operations Specialist position?

The suggested salary for this position is $110,500-$150,000*

Is telecommuting possible for this position?

Yes, telecommuting is possible for this position

Product Operations Specialist job at Hopper

As Product Operation Specialist within the Flights Supply team, you will help Flights Supply investigate issues and help uncover solutions for some of our highest-impact problems. You will serve as a subject matter expert on all of our booking service providers: monitoring their health, identifying issues, recommending solutions, and supporting new content launches. You will need to be able to roll your sleeves up to get to the core source of an issue, working with multiple stakeholders internal and external to provide samples of problems and strategize solutions. You will also help us test new product launches and communicate where necessary with our provider partners to troubleshoot.

This position requires a highly analytical and self-driven individual who can successfully manage multiple shifting priorities and juggle multiple projects at once. The ideal candidate is a competent self-starter who stays cool under pressure, has an eye for detail, and enjoys the challenge of learning to understand systems and products that they may not already be familiar with.

Responsibilities

Be a subject matter expert in navigating our booking environments and answering stakeholder questions related to bugs, missing content, and new product launches.
Own portions of operation health measurement, alerting, and incident reporting.
Serve as an incident manager as needed for high-impact outages and product issues.
Liaison with stakeholders at vendor partners to report issues and strategize solutions.
Set requirements for new product launches to ensure benchmarks are met.
Field questions from company stakeholders via intake process and document reported bugs.
Work with product and engineering teams to strategize solutions to known bugs, create tickets to report said bugs, and test fixes once implemented.
Run tests in the app environment when new content or products are launched.
Maintain high-quality documentation of systems, processes, and settings.
Flex as needed to support operational tasks in an ad-hoc manner.

Minimum Expectations

A passion for Hopper’s mission to build the most customer centric travel marketplace on Earth.
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.
Drive to work autonomously, take initiative to research and analyze problems, find solutions, and communicate with stakeholders.
Customer, team & company player. Take on delegated tasks with enthusiasm towards the greater good of the company.
Exceptional ability to grasp, manage, and articulate complex systems.
Strong organizational skills in order to stay on top of multiple tasks at once.

Preferred Qualifications

Experience in the travel industry, especially air travel, is a huge bonus.
Excellent written and verbal communication skills in English
A minimum of 2 year experience in Product Operations working with Product teams and Engineering teams
Deep domain knowledge in air shopping and booking providers (Sabre, Travelport, Amadeus, NDC, SPRK, ARC, BSP)
Experience with operation tools like Jira, Confluence, Amplitude, Datadog, Google Sheets.
Experience working with SQL.

MORE ABOUT HOPPER

At Hopper, we are on a mission to become the world’s best — and most fun — place to book travel. By leveraging massive amounts of data, advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to help customers spend less and travel better. Ranked the third largest online travel agency in North America, the app has been downloaded nearly 80 million times and continues to gain market share globally.

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

- Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year.

- The company’s bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper’s total app revenue.

- Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory. As its first Hopper Cloud partnership,

- Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders.

- Recognized as one of the world’s most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month.

- Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.

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Product Operations Specialist

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