Hotel Engine
Hotel Engine arms our customers with a powerful hotel booking platform that is simple to use and seamless to integrate.
Denver, CO
Hybrid

Director of Member Experience

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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 
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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.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Remote work program
Diversity
Dedicated diversity and inclusion staff
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.
Mandated 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.
Hiring practices that promote diversity
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 insurance
Vision insurance
Health insurance
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.
Team workouts
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.
Financial & Retirement
401(K)
401(K) matching
Hotel Engine's 401(K) matching launches in the first quarter of 2021.
Company equity
Employee stock purchase plan
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.
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.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Hotel Engine offers unlimited PTO to our associates, and encourage them to take time off to recharge.
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.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Breakfast Thursdays
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Hotel Engine offers team members the ability to attend job-related conferences and seminars.
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

As an additional perk, team members can take advantage of hotel rate discounts on the Hotel Engine platform and receive $400 in travel credits to use on hotels of their choice each year.

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