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 Operations / Client Services

Sorry, this job was removed at 12:56 p.m. (MST) on Thursday, July 25, 2019
Find out who's hiring in Greater Denver Area.
See all Operations jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

We’re not for everybody. We’re for those who are passionate, un-apologetically ambitious, and determined for success. Hotel Engine empowers companies to save and streamline instantly - connecting hundreds of companies with thousands of travelers and hotel partners to an exclusive membership platform.

 

Director of Customer Operations (Hotel Engine)

 

Summary/Objective:

This executive will be a high energy leader that can drive operational excellence supporting a rapidly growing company. This person will be a passionate innovator and builder, helping our team deliver world-class hotel booking support and customer service with every interaction.

 

Essential Functions:

· Establish strategic vision and processes to become the most loved hotel booking platform on Earth.

· Lead the customer service support team to transform the hotel booking and overall guest experience to a world class level.

· Drive departmental and organizational efficiencies by building out the team’s KPIs, reporting, preventable issue handling, and standard operation procedures.

· Set performance goals for quality and efficiency linked directly to execution of operational plan and impact on overall company performance.

· Develop an operational roadmap and execution plan anticipating future needs of a rapidly growing company and customer base.

· Solicit regular internal and external customer feedback to lead continuous process improvement projects and process to optimize business with loyalty customers.

· Audit operational procedures and customer experience looking for continuous process improvements.

· Identify and overcome operational obstacles facing a high growth company

· Collaborate with Product and Technology teams to drive scalability and efficiency of solutions

 

Competency:

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

· Experience with design, development, and implementation of new processes, systems, and technology.

· Experience being a change agent and motivating customer support teams.

· Knowledgeable about web and mobile applications.

· Outstanding communication, interpersonal, and cross-functional collaboration skills.

· Strong organizational and planning skills while being highly adaptable to change.

· Must take ownership, be proactive, inspire others, have bias for action, and be a self-starter.

· Must be a leader and builder, and a solid people manager.

 

Required Education & 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

 

Supervisory Responsibilities: Customer support team, Operations team and any potential new hires.

Travel: Less than 5% expected.

 

 

What we provide:

Paid vacation, holidays and sick days

Medical, Dental, and Vision Insurance Plans

401K and supplemental insurance plan benefits

Paid gym membership and organic fruit delivery.

Free parking, free option for secure bike storage.

Discounted Wireless Service plans

Company sponsored events, holiday parties, and volunteer opportunities.

A healthy work/life balance

 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

More Jobs at Hotel Engine

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Hotel EngineFind similar jobs like this