Specialist, Product Operations

We are looking for an experienced Operations Specialist to join the (newly-rebranded) CS Product Ops team responsible for ensuring that all cloud contact center workflows and systems are optimized, maintained and continuously improved in the best interest of Hopper’s users and the agents on the CS team. 

You’ll be responsible for identifying and quantifying bugs, along with defining data-backed operational and product solutions to remove friction points in the customer journey. This will include general troubleshooting, value stream mapping, DSAT and time and motion analyses. Additionally, you will be responsible for designing and implementing low-code automations for internal agent-facing tools, as well as workflow and data governance that enables operational improvements. We’re looking for an analytical and solutions-driven contributor to stand up and maintain viable and resilient solutions. 

You will collaborate closely with contact center delivery leaders, product stakeholders, software developers as well as operations groups such as WFM and IT.

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 The company’s valuation has more thantripled since 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.

- 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.

All this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!