Senior Manager, BPO Operations

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  Senior Manager of BPO Operations to lead our BPO functions and work closely with business partners and internal teams to support our fast company growth. This is a key role with executive-level visibility, a finger on the pulse of the overall business, and broad impact on the trajectory of our client operations organization. 

Reporting to our Senior Director of Client Operations, you will act as a strategic partner to operations leadership and lead high impacting projects and initiatives with the goal to help us leverage our business partners and position our teams to scale. The ideal candidate possesses strong business acumen, years of operations experience, analytical skills, and can not only think strategically but also get their hands dirty to optimize processes and push for change and improvements. 

Key areas that this role will lead: 

• Define and execute on Hotel Engine’s go forward business partner strategy with strong emphasis on hyper growth and scale 
• Responsible for analyzing data with/from BPO sites to drive changes if needed, improving operational processes, identifying opportunities to increase efficiencies and reduce costs 
• Influence and gain alignment from internal leadership stakeholders, lead cross-functional, and implement supplier risk analysis 
• Hold our business partners accountable to agreed upon KPIs while developing strategy and training in areas where our partners are not fulfilling their responsibilities.
• Be responsible for running effective weekly, monthly, and quarterly business reviews with our business partners
• Benchmark and facilitate best practices, analyze, and monitor compliance; drive improvements through reporting and recommendations
• Lead team members that are focused on facilitating best practices around training and documentation ensuring our business partners are equipped with the information they need to drive outcomes
• Review and drive execution of contracts with a focus on commercial terms: pricing, payment terms, volume commitments, rebates, etc; liaise with the legal team in the execution of agreements 

Here's what we’re looking for: 

Required: 

• You have 3-5+ years of business process outsourcing experience  
• You have multiple years of experience in operations management including defining KPIs, measuring performance through governance mechanisms, and performing root cause analysis 
• You are an analytical and influential leader with experience working cross-functionally to tackle problems head on and to scale 
• You are an excellent written and oral communicator with the ability to influence those around you to grow and develop their skills and achieve great results
• You’re able to hold a room and have confidence communicating strategy up-line to executive leadership
• You develop strong relationships both internally with stakeholders and externally with vendors and business partners
• You work well under pressure and with tight deadlines while maintaining strong accuracy 
• You’re self-motivated and take initiative to do what’s right for the business and our customers   

Cash compensation:

• The base salary range for this role is $100,000-$120,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.