Requirements
- Technical Proficiency: 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.
- Analytical & Problem-Solving: 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.
- Operational Excellence: 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.
- Communication & Collaboration: 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.
Nice to Have
- Operational Tools & Ecosystems: 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 such as Amadeus, Sabre, Travelport), hotel PMS/CRS platforms, and OTA partner APIs for flights, hotels, and ancillary products. Deep subject matter expertise in customer service operations and product ecosystems.
- Telephony & Workflow Management: Experience implementing and maintaining complex contact routing, IVRs, skillset libraries, and customer journey flows using technologies such as NICE IEX, Amazon Connect, and Kustomer.
- AI & SaaS Integrations: 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.
- Data Visualization & Insights: Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights clearly and impactfully. Exposure to data analytics and visualization tools (Amplitude, Datadog, Looker, or equivalent).
