Director of Member Experience at Hotel Engine

| Greater Denver Area
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Hotel Engine is a high-growth, Denver-based tech company that is innovating the business travel industry with a free, private hotel booking management platform. With over 200,000 hotel properties globally, Hotel Engine offers up to 60% off publicly available hotel rates for small-to-medium businesses, large enterprises, and government travelers.

Serving industries like construction, transportation and logistics, oil and gas, retail, healthcare, and more, Hotel Engine has customized hotel reservation management solutions built for the control, transparency, billing, and support needs of organizations of any size and industry. 

The Director of Member Experience will help develop and scale our inbound call center at Hotel Engine. This person will work closely with the operations, marketing, and technology teams to establish and grow our virtual engagement call center. This role will develop operating policies and procedures, optimize workflows, hire and develop the call center workforce, and develop training and quality programs in order to engage potential members in our digital therapeutic platform. This person will be a passionate innovator and builder, helping our team deliver world-class hotel booking support and customer service with every interaction. 

Role and Responsibilities 

  • Build a world class scalable Member Experience program 

  • Monitor, report, and analyze quality and customer satisfaction survey metrics 

  • Manages strategic direction and day to day operations of the call center.

  • Recommend, own, and drive performance improvement areas across the CS landscape 

  • Creates a high performance engaged culture. 

  •  Identifies and implements initiatives to improve customer and associate satisfaction levels.

  • Maintains proper staffing levels.

  • Tracks trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.

  • Utilizes data to drive results and prioritize improvements to become a world class department.

  • Ability to coach, motivate, inspire and develop team members and to create a positive work environment.

  • Focus on associate and leader development, including succession planning.

  • Plan, monitor and adjust performance and incentive plans to ensure performance goals are met.

  • Coordinate all messaging and material disseminated in the call center.

  • Ensures departmental compliance with contractual, regulatory, and corporate requirements, guidelines, including turnaround and reporting.

  • Develops policies and procedures to improve service delivery and interdepartmental processes to support work processes across department lines.

Requirements  

  • Strong data-driven influencer and people manager who has a proven track record of scaling operations and customer service teams to get results quickly. 

  • You are goal-driven and execute strategic decisions quickly and efficiently 

  • You embrace challenges, value data-driven decision making and recognize the importance of responding quickly to market needs

  • Comfortable in a metric driven environment

  • You demonstrate creativity and flexibility, and you adapt and evolve your approaches to drive value. 

  • Successful record of managing and building teams of at least 30+ employees 

  • Experience in building Call/Contact Center programs from the ground up 

  • You are passionate about change and user experience 

  • BS/BA Degree in Business (or equivalent work experience) 

  • 7+ years total professional experience; at least five years of proven successful management and leadership 

  • 5+ years of managing customer support teams 

  • 3+ years of experience with internet, ecommerce, or online travel agencies 

  • Experience at start-ups or rapidly growing companies is a plus 

Benefits:

  • Medical, dental, vision, and supplemental insurance
  • Free 'Employee Only' healthcare coverage
  • 401k plan
  • Unlimited vacation
  • Paid holidays, sick time, and volunteer opportunities
  • Discounted hotel rates
  • Paid parental leave
  • Company-sponsored social events and happy hours

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

720 S Colorado Blvd, Denver, CO 80246

An Insider's view of Hotel Engine

What’s the vibe like in the office?

The whole team is willing to jump in and help one another to solve complex problems and enhance the customer experience. Everyone is kind, fun and energetic so it makes for an amazing work environment.

Mallory

Digital Marketing Manager

How do you collaborate with other teams in the company?

Everyone is open to working together to solve business challenges in a way that will help the business grow. It’s very common to work with other teams to solve problems. Whether it be to help my department or another, the environment is very collaborative.

Kailey

Operations Manager

How does the company support your career growth?

Hotel Engine gives me the opportunity to grow and learn every day. I love the "grow or die" mentality, because it means that the company is constantly striving for our best work and supporting our growth.

Brook

Account Executive

What does career growth look like on your team?

I started out at our sister company, Travelers Haven as a Senior Software Engineer and was promoted to Director of Engineering. I then moved full-time to Hotel Engine and became the VP of Engineering where I now run our entire development team. It has been great to have the opportunity to develop my career and grow professionally with Hotel Engine

John

VP of Engineering

What are Hotel Engine Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
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