Product Operations Analyst, Hopper

• Hands-on experience with APIs, JSON, SQL, and Python for data manipulation, workflow validation, and automation using frameworks such as Postman or Airflow
• Understanding of LLM-based systems, prompt design, and conversational AI testing methodologies
• Familiarity with voice synthesis and ASR technologies (e.g., ElevenLabs, Whisper, Deepgram, OpenAI Realtime)
• Knowledge of cloud telephony / CPaaS providers (e.g., Twilio, Amazon Connect, Genesys, Avaya, Five9)
• Experience with CRM and ticketing systems (Salesforce, Zendesk, or equivalent) and their connection to voice/chat workflows
• Bias for action and drive to work autonomously, taking initiative to research problems, find solutions, and communicate with stakeholders
• Ability to clarify, analyze, and investigate operational needs, identify potential roadblocks, and develop viable, cost-effective solutions
• Exceptional ability to grasp, manage, and articulate complex systems
• Excellent judgment; ability to ask smart questions and make quick, impactful decisions
• High level of curiosity, operational awareness, exceptional attention to detail, and a broad understanding of contact centers, live support tool operations, and both user and agent behaviors
• Strong organizational and prioritization skills to manage multiple projects or tasks of varying complexity while meeting deadlines and performing well under pressure
• Fluent in customer service metrics, SLAs, and support health indicators
• Passionate about delivering excellent service and customer outcomes, demonstrating care for both partner success and end-customer satisfaction in every interaction and system design
• Resilient attitude; ability to adapt quickly to change and maintain composure in dynamic environments
• Excellent written and verbal communication skills in English
• Excellent communication and stakeholder-management skills across technical and non-technical audiences
• Customer, team, and company player, taking on delegated tasks with enthusiasm toward the greater good of the company
• A passion for Hopper’s mission to build the most customer-centric travel marketplace

Desirable

• As a Product Operations Analyst, you’ll own the full operational lifecycle of Assist, from configuration and prompt tuning to workflow orchestration, data governance, and partner enablement
• Working cross-functionally with Product, Engineering, Partner Success and Implementation teams, you will ensure integrations run smoothly across telephony, CRM, and conversational AI systems, while providing data-driven insights and testing support to continuously improve bot performance and reliability
• This role bridges product operations, AI system integration, and B2B SaaS delivery excellence, helping Hopper scale the next generation of autonomous service technology for the travel industry
• Configure and maintain HTS Assist deployments across partner environments, including conversational flows, LLM prompt management, and system orchestration
• Conduct user acceptance testing (UAT) and regression QA for voice/chat bots, measuring and tracking accuracy, latency, and overall conversational quality
• Monitor operational health through analytics and logging tools; identify issues and coordinate fixes with Product and Engineering
• Contribute to design of self-serve configuration capabilities for partners as HTS Assist evolves
• Support both technical and operational enablement and onboarding for new partner integrations, including telephony (e.g., Twilio, Amazon Connect, Genesys, Five9, Avaya), CRM/ticketing systems (Salesforce, Zendesk, ServiceNow) and travel inventory platforms (PMS, GDS, CRS, etc.)
• Develop collateral for and train partners on HTS Assist capabilities, best practices, and operational processes
• Maintain strong relationships with both external and internal stakeholders to ensure satisfaction, adoption, and continuous improvement of deployed solutions
• Define and track Assist performance metrics including conversation accuracy, escalation frequency, latency, and adherence to partner policies
• Design experiments and analyze conversation data to improve HTS Assist outcomes, leveraging SQL, Python, and other data tools to identify trends and performance gaps
• Partner with Engineering to define, implement and refine quality metrics for HTS Assist, including accuracy, escalation rate, and response effectiveness
• Contribute to prompt engineering and test new conversational behaviors to ensure the assistant meets partner brand tone and customer expectations
• Understand and document how telephony, CRM, and AI components interconnect; proactively identify risks or opportunities for workflow optimization
• Build and maintain low-code automations and operational dashboards to streamline processes and surface insights
• Ensure robust data governance, version control, and documentation for all integrations and configurations
• Serve as an operational liaison between Product, AI Engineering and operational teams to align product enhancements with operational needs
• Act as an incident manager when outages or performance issues arise, ensuring swift triage, communication, and resolution
• Support roadmap planning with data-backed insights into feature adoption, partner feedback, and operational pain points