Hopper is looking for an Operations Analyst to join our Service Provider Operations Customer Service team. Reporting to Hopper’s Global Outsourcing Lead, your key responsibilities will include owning business intelligence for the team and leveraging data and analytics to deliver exceptional customer support experiences through the process, data, dashboard, and agent tool improvements.

You are an exceptionally customer-centric and data-driven self-starter with strong people leadership skills and strong operational acumen who is highly invested in identifying, coordinating, and executing opportunities that improve our overall customer experience and organizational KPIs. Additionally, you have a strong ability to digest and prioritize large amounts of data, extract and translate its insights, communicate findings, and make recommendations on how to continuously improve the customer experience.

• 3+ years working with data (i.e., quantitative analysis experience, including handling, manipulating and analyzing data and creating analytical reports)

• Advanced SQL skills for acquiring and transforming data

• Understanding of how to build data pipelines and work quickly to create new metrics

• Experience working with large datasets with strong technical skills (SQL, Python, R, etc.)

• Experience in developing, maintaining, and managing Tableau driven dashboards & analytics

• Proven ability to communicate complex technical work to a non-technical audience

• Excellent communication and people skills – listening, written, and spoken. You work easily with diverse teams and optimize communication when working with people at all levels with varying styles. You know how to share your opinions clearly, thoughtfully, and with empathy 

• Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data 

• Ability to react quickly to changing business needs with agility, grace, and clarity

• Degree in Computer Science, Engineering, Mathematics, a related field or equivalent experience

• Experience with Contact Center data 

• Experience in the Travel Industry

• Experience with Business Process Outsourcing

• Strong experience in Google Sheets: scripting dashboard creation and data visualization 

• Be the authority and connective tissue for both quantitative and qualitative customer support insights 

• Help answer complicated questions, challenge narratives, test hypotheses as a sounding board for the customer service team

• Reinforce our data-driven culture, and be seen as a go-to internal expert for Service Provider Operations

• Ensure that all data is validated, reconciled, and contextually consistent across all reports

• Coordinate research and analytic activities utilizing various data points (unstructured and structured) able to clean and organize the data

• Become fluent with available reporting tools, reports, and definitions to improve and expand upon our existing KPI dashboards

• Build a new comparison-based Performance Management dashboard with an undisputed understanding of our data.

• Make dashboards readily accessible, intuitive, comprehensive, and dynamic so that operational leaders can drive real-time performance improvements

• Analyze performance, identify internal & external trends from data, troubleshoot issues, identify new opportunities, and address ad-hoc data requests

• Build new metrics as the business needs, partnering with knowledgeable stakeholders to blaze new paths

• Become an expert on the outsourcing journey

• Lead monitoring and analysis of top business leader friction points

• Inform on initiatives and or strategies that’ll drive customer experience improvements through data-backed hypotheses and recommendations

• Monitor and proactively recommend improvements to processes and workflows

• Quantify the impact of process improvement, propose solutions and drive implementation of solutions with support from operational leadership

Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company’s proprietary suite of fintech offerings. 

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper’s valuation is now over $5B The company’s valuation has more than tripled since early 2020. 

- The company grew its revenue by more than 300% YoY in 2021. Hopper’s monthly revenues are now 375% higher than its pre-pandemic high point and Hopper Cloud, Hopper’s new B2B initiative, is already 15% of its revenues and growing.

- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads. 

- Hopper’s recovery is faster than the market and its share of the air travel market in North America is now 300% higher than prior to the pandemic, according to MIDT.

- The company sells over $2B in travel and travel related financial services annually 

- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent over 70% of its air revenue.

- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, Trip.com, and MakeMyTrip.

- The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.

All this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!