Sales Operations Program Manager, Hopper

• 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

• 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