Hopper is looking for a Product Ops Analyst to manage the operational, technical, and analytical backbone of HTS Assist, our agentic AI voice and chat assistant for travel. This role ensures seamless automated service experiences across partners by owning the full operational lifecycle from configuration to data governance. You will bridge product operations, AI system integration, and B2B SaaS delivery excellence to support Hopper's mission to build the most customer-centric travel marketplace.
What You'll Do
- 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 accuracy, latency, and conversational quality.
- Monitor operational health through analytics and logging tools; identify issues and coordinate fixes with Product and Engineering.
- Support technical and operational enablement and onboarding for new partner integrations across telephony, CRM/ticketing, and travel inventory platforms.
- Develop collateral for and train partners on HTS Assist capabilities, best practices, and operational processes.
- 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 using SQL, Python, and other data tools.
- 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.
- 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.
What We're Looking For
- Hands-on experience with APIs, JSON, SQL, and Python for data manipulation, workflow validation, and automation.
- 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 and find solutions.
- Ability to clarify, analyze, and investigate operational needs, identify potential roadblocks, and develop viable solutions.
- Exceptional ability to grasp, manage, and articulate complex systems.
- High level of curiosity, operational awareness, exceptional attention to detail, and a broad understanding of contact centers and live support tool operations.
- Strong organizational and prioritization skills to manage multiple projects or tasks of varying complexity while meeting deadlines.
- Fluent in customer service metrics, SLAs, and support health indicators.
- Excellent written and verbal communication skills in English.
- Excellent communication and stakeholder-management skills across technical and non-technical audiences.
- A passion for Hopper's mission to build the most customer-centric travel marketplace.
Nice to Have
- Experience in Product Operations working with Product and Engineering teams.
- Proficiency with operational tools such as Jira, Confluence, Amplitude, Datadog, and Google Sheets.
- Technical and operational awareness of the travel technology ecosystem, including reservation and booking systems (e.g., GDSs), hotel PMS/CRS platforms, and OTA partner APIs.
- Deep subject matter expertise in customer service operations and product ecosystems.
- Experience implementing and maintaining complex contact routing, IVRs, skillset libraries, and customer journey flows using technologies such as NICE IEX, Amazon Connect, and Kustomer.
- Prior experience with AI chatbot/voicebot operations and/or B2B SaaS integrations.
- Demonstrated ability to manage complex partner integrations from kickoff through steady-state support.
- Experience translating technical performance metrics into actionable recommendations for partners or internal teams.
- Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights clearly.
- Exposure to data analytics and visualization tools (Amplitude, Datadog, Looker, or equivalent).
Technical Stack
- APIs, JSON, SQL, Python, Postman, Airflow
- LLM-based systems
- Voice Synthesis & ASR: ElevenLabs, Whisper, Deepgram, OpenAI Realtime
- Telephony / CPaaS: Twilio, Amazon Connect, Genesys, Avaya, Five9
- CRM & Ticketing: Salesforce, Zendesk, ServiceNow
- Ops & Collaboration: Jira, Confluence, Amplitude, Datadog, Google Sheets
- Travel Tech: Amadeus, Sabre, Travelport
- Contact Center Tech: NICE IEX, Kustomer
- Analytics: Looker
Team & Environment
You will work cross-functionally with Product, Engineering, Partner Success and Implementation teams.
Work Mode
This is a remote position.
