Client Operations Strategist

Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.   

Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.   

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on! 

We are looking for a Client Operations Strategist to work closely with our Client Operations team and its functions (Traveler Experience, Member Support, and Training & Development).  This position will play a key role in transforming our Client Operations function into a scalable, world-class organization. You will leverage your creative problem-solving skills to drive process improvement that both delights our customers and drives fulfilling work for our Client Operations teams. 

Reporting to our Senior Director of Client Operations, you will act as a collaborative, solution-oriented partner to our Client Operations teams with an emphasis on, process, systems, and growth.  Helping design and deploy scalable service/delivery models leveraging automation and other best-in-class technology will be a strong focus of this role. 

Key Responsibilities

• Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility and growth.
• Leverage automation and technology to build a scalable customer support team 
• Develop and implement strategies to improve the client experience and drive operational efficiency
• Design and implement new processes and procedures to streamline operations and improve efficiency
• Analyze data and trends to identify areas for improvement and make recommendations to senior leadership
• Monitor and track key performance indicators (KPIs) to measure the effectiveness of operational strategies
• Develop practices and systems to assist teams to improve outcomes through performance monitoring, problem resolution, system audits, and quality assurance measures. 
• Secret shop high performing Customer Support organizations to influence the growth and modernization of our service offerings

Here's what we're looking for:

Required: 

• 3-5+ years in Customer Support Operations with experience in an Enterprise B2B SaaS environment
• Experience gained within Customer Support large transformation programs, including foundational system infrastructure (SFDC, etc)
• Salesforce or Zendesk experience is required
• Growth minded with a keen eye to identify operational inefficiencies and ability to implement modern system and process enhancements
• Organized and detail-oriented with a love for creating order out of chaos
• Analytical thinker who can develop insights from data to drive change in a fast-paced environment
• Creative problem solver with an aptitude to influence change and push teams to operate better than they have before
• Proven success implementing systems and processes to scale and deliver best-in-class customer experiences

Cash Compensation

The total cash compensation range for this role is $70,000 - $80,000/year with an annual bonus target of up to 15%, plus an attractive stock options package. Final offer amounts are determined by multiple factors, including prior experience, expertise, and may vary from the amount above.

Remote Opportunities

This role is eligible for remote work. Please speak with your recruiter to learn more.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work lis