Sales Operations Program Manager, Hopper

Salary not provided
Mid and Senior level
Remote in US
Hopper

Travel booking app

Be an early applicant

Hopper

Travel booking app

1001+ employees

B2CHospitalityB2BTravelArtificial IntelligenceBig dataAnalyticsMachine Learning

Be an early applicant

Salary not provided
Mid and Senior level
Remote in US

1001+ employees

B2CHospitalityB2BTravelArtificial IntelligenceBig dataAnalyticsMachine Learning

Company mission

To make booking travel faster, easier, and more transparent.

Role

Who you are

  • Experience in customer support and sales functions within the travel industry
  • Knowledge of BPO operations and management
  • Strong analytical skills with the ability to interpret sales data, analyze the sales funnel, and provide actionable insights
  • Excellent project management and organizational skills; ability to manage multiple tasks simultaneously
  • Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners
  • Proficiency with contact center performance management processes and systems
  • Excellent judgment and the ability to ask smart questions and make quick, impactful decisions
  • Resilient attitude with the ability to stay adaptable and move with changes
  • Drive to work autonomously, take initiative to research and analyze problems, find solutions, and communicate with stakeholders
  • Customer, team, and company player, with enthusiasm for contributing to the greater good of the company
  • Exceptional ability to grasp, manage, and articulate complex systems
  • A passion for Hopper's mission to build the most customer-centric travel marketplace on Earth

Desirable

  • Degree in sales, marketing, or business administration, or 5+ years of equivalent experience in field sales, sales operations, or sales development
  • Proven track record of developing and implementing successful sales programs and initiatives
  • Advanced experience in managing sales analytics
  • Familiarity with and management of sales incentive programs

What the job involves

  • The Sales Operations Program Manager will play a key role in transforming our BPO contact center agents' capabilities to enhance their sales skills while maintaining high service standards
  • You will work closely with teams that manage our contact center agents to improve their performance and collaborate with various support functions within the organization to ensure alignment with our sales goals
  • Your efforts will be crucial in managing and optimizing sales operations, developing and implementing sales programs, and achieving our 15%+ hotel sales conversion target
  • Oversee the development and execution of sales programs and initiatives to enhance the sales capabilities of contact center agents
  • Analyze sales data to identify trends, gaps, and opportunities for improvement, providing actionable insights and recommendations
  • Set and monitor sales goals, forecasts, and performance metrics, ensuring alignment with organizational objectives
  • Develop and manage sales processes, tools, and technologies to support contact centerLead the development of new standard operating procedures that can be used by the business unit and elsewhere in the organization to further advance our sales goals
  • Manage and optimize the sales incentive program, ensuring it motivates and rewards high performance
  • Conduct routine audits of BPOs to ensure processes are aligned
  • Perform call listening of agents to ensure adherence to sales processes and identify areas for improvement
  • Coordinate with BPO partners to ensure they effectively implement sales strategies within their organizations, including providing sales coaching to BPO teams
  • Collaborate with cross-functional teams, including service delivery, service optimization, training, quality assurance, data, and talent operations, to implement sales strategies effectively
  • Align with service delivery and service optimization on daily and weekly calls to help set priorities related to sales
  • Provide overall management of the sales process, ensuring it meets customer needs and drives revenue growth

Our take

Hopper is a mobile application that uses big data to predict and analyse airfare and accommodation prices, delivering savings to users. The company was created to make booking travel faster, easier, and more transparent by leveraging the power that comes from combining large amounts of data with machine learning.

As well as its booking platform, the company also has a B2B offering called HTS (Hopper Technology Solutions), which enables travel providers to integrate Hopper's travel, fintech and eCommerce products. Major partners of this initiative include Marriott, Kayak and Capital One.

Lately, the company has focussed on innovation and international expansion, with the intent to grow its operating margins. It has not been unaffected by the economic landscape, and made a round of lay-offs in 2023, although this appears to be part of a wider move towards profitability rather than a sign of trouble.

Steph headshot

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

Some candidates hear
back within 2 weeks

-1% employee growth in 12 months

Company

Funding (last 2 of 10 rounds)

Nov 2022

$96m

LATE VC

Aug 2021

$175m

SERIES G

Total funding: $731m

Company benefits

  • Work from home opportunities
  • Well-funded and proven startup with large ambitions and stock options
  • Unlimited PTO
  • WeWork All Access Pass OR 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
  • Access to a Retirement Savings Plan
  • Immigration assistance
  • Internal career mobility program
  • Light internal meeting culture
  • 100% employer paid medical, dental, vision, disability and life insurance plans
  • Access to a 401k

Company values

  • Dive Deep. Leaders exhibit this principle by operating at all levels, staying immersed in the details, gathering data and employing first-hand knowledge while staying skeptical of any assumptions. It’s through diving deep that they earn the trust of others and the freedom to take real ownership of our work
  • Bias for Action. Leaders deliver results, move fast and simplify problems that others find complex. Speed matters in business and most decisions are reversible. We can almost always learn more through action than through analysis. Leaders do things; they don’t just talk about things
  • Take Ownership. Leaders are owners; not managers. They think long-term, believe no task is beneath them and act on behalf of the entire company. They are vocally self critical and benchmark themselves and their teams against the best
  • Do the Right Thing. There are two parts to this leadership principle. The first is having the judgment to identify the right thing for the business and then doing it, most of the time. It’s important for leaders to be right a lot. The second part is taking a long-term view of what’s right for the business and our customers and acting only with the best intentions. Good judgment + good intentions = great leader

Company HQ

La Petite-Patrie, Montreal, QC

Leadership

Previously worked for 4 years at Expedia, first as VP of Hotel Supplier Strategy then as VP of Hotels and Packages Product Planning.

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