This executive will be a high energy leader that can drive operational excellence supporting a rapidly growing technology based company. This person will be a passionate innovator and builder, helping our team deliver world-class hotel booking support and customer service with every interaction.
Establish strategic vision and processes to become the most loved hotel booking platform on Earth.
Develop an operational roadmap and execution plan anticipating future needs of a rapidly growing company and customer base.
Set performance goals for quality and efficiency linked directly to execution of operational plan and impact on overall company performance.
Lead the customer service support team to transform the hotel booking and overall guest experience to a world class level.
Manage and build out Hotel Engine Groups team to exceed expectations of customers with large block and offline booking needs
Drive departmental and organizational efficiencies by building out the team’s KPIs, reporting, preventable issue handling, and standard operation procedures.
Solicit regular internal and external customer feedback to lead continuous process improvement projects and process to optimize business with loyalty customers.
Audit operational procedures and customer experience looking for continuous process improvements.
Identify and overcome operational obstacles facing a high growth company
Collaborate with Product and Technology teams to drive scalability and efficiency of solutions
Strong data-driven influencer and people manager who has a proven track record of scaling operations and customer service teams to get results quickly.
Experience with design, development, and implementation of new processes, systems, and technology.
Experience being a change agent and motivating customer support teams.
Knowledgeable about web and mobile applications.
Outstanding communication, interpersonal, and cross-functional collaboration skills.
Strong organizational and planning skills while being highly adaptable to change.
Must take ownership, be proactive, inspire others, have bias for action, and be a self-starter.
Must be a leader and builder, and a solid people manager.
Required Education & Experience:
BS/BA Degree in Business (or equivalent work experience)
10+ years total professional experience; at least five years of proven successful management and leadership
5+ years of experience with internet, ecommerce, or online travel agencies
5+ years of managing customer support teams
Experience at tech start-ups or rapidly growing companies
Supervisory Responsibilities: Director of Operations, Hotel Engine Groups Manager, Customer support team, Hotel Engine Groups team and any potential new hires.
Travel: Less than 5% expected.