Director of Member Experience at Hotel Engine

| Greater Denver Area
Sorry, this job was removed at 4:16 a.m. (MST) on Friday, January 29, 2021
Find out who's hiring in Colorado.
See all Operations jobs in Colorado
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Hotel Engine, a startup based in Denver, is a leader in travel tech with a demonstrated track record of growth and impact. Our foundations are strong, and we’ve navigated the COVID-19 crisis by bringing our customer obsession, innovative platform, data-driven problem-solving, and bias for action into every decision. By partnering with tens of thousands of businesses and government agencies and hundreds of thousands of hotels around the world, we have built a resilient and adaptable business model and 2021 will be our best year yet. Working hard behind the scenes are exceptional people–from our large engineering and product teams, to our fast-growing sales, supplier and member experience orgs, to our data, marketing, and operations teams. As individuals and together, we show our DNA every day with our curiosity, will to win, ownership and high standards. 

As we head into the new year, we’re looking for a Director of Member Experience to lead our inbound call center support team through a period of growth and transformation. In this role, you’ll work cross-functionally with operations, marketing, and engineering to define the roadmap, processes and requirements that will support high performance at scale. We’re looking for a passionate innovator who can develop talent, analyze data and optimize support operations (including phone, chat, email and soon text) so that every customer has a world class experience. This is a unique opportunity to step into the future of the hotel industry at a high-growth, technology-focused startup solving longstanding challenges in new and innovative ways. 

In this role, you will

  • Build a world-class, scalable Member Experience program  
  • Bring an analytical mindset to every opportunity using data to understand performance and make recommendations for improvement 
  • Strategically manage productivity and capacity in order to hire, align, and coach talented associates while balancing business needs and individual development 
  • Ensure the team delivers best in class performance, achieving or exceeding customer satisfaction targets 
  • Assess the customer support landscape and use the insights to recommend the support channels, models and tools that will deliver a high-quality experience, efficiently and in a cost-effective manner 
  • Represent the voice of the customer in internal meetings, strategic planning and goal setting efforts 
  • Use your expertise to proactively identify potential issues and implement measures to prevent them including incorporating change management and training efforts to set the team up for success   
  • Ensure financial and billing issues (e.g. overcharges) are managed and resolved, using the dashboard to track, measure, and improve team efforts and partner satisfaction 
  • Become an expert on our business in order to ensures compliance with contractual, regulatory, and corporate requirements and guidelines for three audiences: our customers, our hotel partners and internal stakeholders 
  • Develop policies and procedures to improve service delivery, efficiency and cross-functional collaboration 
  • Base compensation range: $95,000 - $105,000. Total compensation for this role also includes an additional variable component, increasing on-target earning potential. 

Your background and experience will likely include

  • Experience as a people manager and cross-functional influencer who has successfully scaled customer service operations  
  • Experience using data to drive decisions, set goals, achieve targets, and manage team performance  
  • Building customer support/call center programs from the ground up and rapidly evolving them through change 
  • Recruiting, developing and retaining a multi-layered team of 30+ support associates in a competitive environment 
  • Experience successfully launching new channels 
  • Experience with external/outsourced staff augmentation partners 
  • The ability to bring passion, creativity and flexibility to the challenges and opportunities associated with leading a team based on years of experience successfully managing similar teams 
  • Experience in travel, ecommerce, startup or other online businesses 

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than the day-to-day responsibilities. Hotel Engine is on Built in Colorado’s 2021 Best Places to Work list and provides each employee with the opportunity to take on new challenges that support their near and long-term goals in a high-growth, startup environment. We also give back and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causesIn addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:  

  • Competitive base salaries. Salary offers will be based on the candidate's qualifications. 
  • Performance-driven commission opportunities for select roles 
  • Performance-driven equity awards  
  • Parental leave programs 
  • Generous time-off including open PTO, sick days and two paid volunteer days each year 
  • Insurance benefits including medical coverage (with a plan available at no cost to employees), dental and vision offerings, as well as FSA, wellness, pet and disability offerings 
  • A 401(k) plan with a match program launching in Q1 2021 
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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

Hotel Engine Benefits Overview

Hotel Engine is strongly committed to both its employees and its customers. Our company’s benefits and perks are designed to create an inclusive environment where team members can deliver great work consistently, celebrate diversity, collaborate with colleagues – and have fun at the same time.

Culture
Volunteer in local community
Employees receive two paid volunteer days per year, in addition to existing PTO and sick time.
Partners with Nonprofits
Through our employee resource group, Engine4Everyone, we are looking to invest in organizations that focus on education and advisory services to women and/or minorities.
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Highly diverse management team
Hotel Engine has a diverse management team and supports an inclusive workforce. Our ERG Engine4Everyone plans to incorporate unconscious bias training into hiring practices and team development.
Unconscious bias training
Engine4Everyone will incorporate unconscious bias training. Additionally, team development trainings broaden cultural awareness and include sessions focused on the diversity of individual experiences
Diversity Employee Resource Groups
Engine4Everyone creates an inclusive environment where team members work together to develop policies and training, and identify workplace initiatives and community involvement opportunities.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Hotel Engine offers team members a Health Savings Account (HSA). Individuals can contribute up to $3,500 and families up to $7,500 per year.
Disability Insurance
We offer short-term disability insurance, which covers up to 60% of pre-tax weekly earnings. The maximum weekly benefit is $2,000. There is optional voluntary Accident and Critical Illness coverage.
Dental Benefits
Vision Benefits
Health Insurance Benefits
We offer multiple health insurance plans, including an option that covers 100% of an individual’s premium.
Life Insurance
Pet Insurance
Team members are eligible to enroll in voluntary pet insurance benefits.
Wellness Programs
Go365 is an employee wellness program that incentivizes employees to make healthier choices and rewards them for taking steps to better health.
Mental Health Benefits
All employees (and their dependents) – whether enrolled in our health coverage or not – have access to our Employee Assistance Program (EAP), which includes mental health services.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hotel Engine's 401(K) matching launches in the first quarter of 2021.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 9 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Our parental leave programs apply to team members who have adopted children.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive two paid volunteer days per year.
Paid Holidays
Paid Sick Days
Team members receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Hotel Engine offers team members the ability to attend job-related conferences and seminars.
Promote from within

Additional Perks + Benefits

As an additional perk, team members can take advantage of hotel rate discounts on the Hotel Engine platform.

More Jobs at Hotel Engine17 open jobs
All Jobs
Data + Analytics
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Developer
new
Denver
Marketing
new
Denver
Sales
new
Denver
Developer
new
Denver
Sales
new
Denver
Developer
new
Denver
Data + Analytics
new
Denver
Operations
new
Denver
Developer
new
Denver
Developer
new
Denver
Operations
new
Denver
Product
new
Denver
Sales
new
Denver
Project Mgmt
new
Denver
Project Mgmt
new
Denver
Marketing
new
Denver
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Hotel Engine's full profileSee more Hotel Engine jobs