Business Applications Manager

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. 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. 

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years. 

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

We are looking for a Business Applications Manager (Client Ops Workstream) to work closely with our Client Operations team and its functions (Traveler Experience, Member Support, and Training & Development).  This player/coach will play a key role in transforming our Client Operations function into a scalable, world-class organization with a heavy emphasis on technology. You will leverage your excellent creative problem-solving skills to drive process improvement that both delights our customers and drives fulfilling work for our support teams.

Reporting to our VP of Client Operations, you will act as a collaborative, solution-oriented partner to our support teams with an emphasis on people, process, and systems.  Helping design and deploy scalable service/delivery models leveraging automation and other best-in-class technology will be a strong focus of this role. This is a key role within Operations, with broad strategic responsibilities, an opportunity to directly influence the trajectory of the business, and significant growth potential. The individual must be highly motivated, a self-starter with a strong track record of achievements, and both an obsession for rigorous work and bias for action.

Essential duties and responsibilities:

• Promote operational excellence: identifying and executing opportunities to optimize our tech stack and processes with a focus on & telephony & WFM .
• Report out KPI’s for Client Operations, collaborating with CS Leadership; execute against quarterly and annual operational plans.
• Align with IT organization to help manage and optimize the tech stack of tools and applications owning the Client Operations business requirements.
• Manage a portfolio of Client Operations internal projects, managing the portfolio to a roadmap and a prioritization process. Particular emphasis will be placed on building out and optimizing telephony, WFM and accompanying integrations into our SFDC instance.
• Leverage automation and technology to support the durable growth of the customer support team
• Work closely with Client Operations Leadership Team to positively impact productivity, streamline key teck stack changes, and define and accelerate process improvements to support vision & strategy
• Partner with Client Operations to develop call center forecast scheduling and real-time monitoring of Customer Support teams
• Assist operations team leadership with identifying areas to streamline and implement process improvements.
• Develop practices and systems to assist teams to improve outcomes through performance monitoring, problem resolution, system audits, and quality assurance measures.

Here's what we’re looking for:

• BS / BA Required
• 5+ years in Customer Success & Services operational leadership experience gained within an Enterprise B2B SaaS environment is essential.
• Systems implementation experience
• Workforce management experience (implementation preferred)
• Experience gained within Customer Success large transformation programs, including foundational system infrastructure (SFDC, Telephony etc.) is essential.
• Experience with a distributed workforce, and fostering collaboration and inclusion between all locations and cross-functional teams
• TalkDesk/Five9 or similar telephony solutions
• Salesforc