Hopper is looking for an Operations Analyst to join our Hotels Market Place Customer Service team. Reporting to the Director of Customer Service, your key responsibilities will include owning business intelligence for the team and leveraging data and analytics to deliver exceptional customer support experiences through 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

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

• Experience with Contact Center data 

• Experience in the Travel Industry

• Six Sigma Certification and/or demonstrated orientation towards project management and process reengineering

• CCXP Certification and /or demonstrated orientation towards customer journey design and voice of the customer

• COPC Certification

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

• Help answer complicated questions, challenge narratives and the status quo

• Be a voice and sounding board for the customer service team

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

• 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

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

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

• Become an expert on the HMP customer journey

• Lead monitoring and analysis of top customer friction points

• Inform on initiatives and or strategy 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 seen its valuation more than double since early 2020, reflecting the strength of our mobile-only marketplace and the value customers are deriving from our proprietary suite of fintech offerings. 

Here are just a few stats that demonstrate our recent growth:

- Hopper’s valuation is now over $3.5B, reflecting the strength of its mobile-only marketplace and value customers are deriving from the company’s proprietary suite of fintech offerings.

- Based on its current run rate, Hopper is pacing towards 330% revenue growth compared to last year, and it has already surpassed its pre-pandemic revenue peak from Q1 2020 by over 100%.

- Hopper has over 60 million downloads, consistently ranks as one of the most downloaded travel apps, and now has a larger air travel market share in North America than it did before the pandemic (source: MIDT). 

- The company is on track to surpass $1.5 billion in travel sales this year, with 40% coming from the hotel and car rental categories. 

- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent 50% of its 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 fintech.

 

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!