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

Operations Manager at Hotel Engine (Greater Denver Area, CO or Remote)

| Greater Denver Area | Remote
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Hotel Engine, the world’s largest Lodging Performance Network, is a leader in travel technology with a demonstrated track record of growth and impact. Our foundations are strong, and we’ve navigated our rapid growth 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 2022 will be our best year yet! 

We are looking for a Manager to join our Business Operations function, with a particular focus on supporting our Member Experience team as we go through a period of tremendous growth. This is a key role for someone who exhibits both intellectual curiosity and rigor, and a capacity of execution to lead a broad set of stakeholders towards operational excellence. 

Reporting to our VP of Data & Business Operations, you will take the lead in setting up industry-leading operational capabilities within our Member Experience department. You will act both as a strategic partner to the executive leadership team and operations partner to the Member Experience organization to maintain excellence in customer service and enable the team to scale. The ideal candidate possesses strong business acumen and analytical skills, deep empathy, and obsession for customer satisfaction, and can not only think strategically and leverage data to make decision but also get her hands dirty to optimize processes and push for change and improvements. She thrives working on projects independently as well as with a diverse set of stakeholders. 

This is a key role with broad strategic responsibilities, an opportunity to directly influence the trajectory and performance of our 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 

If you are passionate, about travel, about working on both strategic project and hands-on implementation, and relate to our vision and DNA, please apply. 

Although most of the team is based in Denver, the role can be remote for the right candidate. 

Here's what you'll do: 

  • Work with the Member Experience and Ops leadership to craft a clear operational strategy for the department, and work with the Member Experience team and other stakeholders on its execution 
  • Select and manage the Member Experience technology stack to accelerate Hotel Engine’s growth  
  • Work with the Head of Member Experience, Member Experience managers, and Member Experience Team Leads to map workflows, identify operational bottlenecks, propose and implement remedial actions 
  • Develop, monitor, and analyze KPIs for the department to assess performance, and provide on an on-going basis actionable recommendation to drive operational efficiency 
  • Work with Member Experience leadership to develop, maintain and operationalize forecasting and staffing model 
  • Define, implement, and monitor processes for cases prioritization, assignment, escalation, and management 
  • Define, measure and monitor goals and SLAs 
  • Develop risk monitoring and mitigation frameworks 
  • Build outsourcing plan in line with expected company growth and manage relationship with sub-contractors 
  • Partner with executive and Member Experience leadership, and other functions to propose and implement scalable solutions and new processes 
  • Work with cross-functional stakeholders, including in Sales, Supply, Product to develop and implement operational strategy to decrease customer impacting issues and to maintain high customer satisfaction 
  • Develop training and documentation for new processes and system implementation 
  • Work with the customer excellence analyst to create and maintain dashboards and reports, and communicate insights regularly to aid management decision-making 

Here's what we’re looking for: 

  • 5+ years of experience in technical, quantitative, strategy or customer service fields. At least 3 years of operations experience at a technology company, with exposure to Operations and Growth functions 
  • You can perform rigorous quantitative and qualitative data analyses both independently and in partnership with the Data & Analytics team to define KPIs, leverage them to have a deep understanding of the health and performance of the business, identify opportunity and threats, and deliver well-crafted and persuasive findings and recommendations to cross-functional stakeholders at all levels 
  • Excellent communication skills both in written (memos, emails, decks) and verbal form 
  • Proven ability to lead projects to completion and collaborate seamlessly with others 
  • You are able to absorb quantitative and qualitative data and information from a variety of sources (customer interviews, competitors, market research, sales rep data, internal dashboards, leadership input, etc..), connect it and derive clear conclusion and recommendations 
  • You are comfortable writing intermediate SQL without supervision and using Business Intelligence tools (Looker, Tableau, Periscope for instance0 to retrieve data and build well-designed visualizations and dashboards 
  • You are a self-starter, able to operate effectively and with autonomy in a fast-paced environment with a high level of ambiguity, and you have experience building productive and positive relationships across an organization at all levels (entry level to senior executives) 
  • Track record of rigorous execution and high impact 
  • Highly detailed-oriented and exceptional organizational and follow-through skills is a must 

Cash Compensation:  

  • The total cash compensation for this role is $80,000 - $110,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above. 

Remote Opportunities:

  • This role is eligible for remote work. Hotel Engine is authorized to do business in AZ, CA, CO, CT, FL, NC, NJ, NY, PA, TN, TX & WA. If you are not located in or able to work from a state where Hotel Engine is registered, you will not be eligible for employment. Please speak with your recruiter to learn more.

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 are based on the candidate's qualifications. 
  • Stock Options for all new hires
  • 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, dental and vision offerings (with plans available at no cost to employees), as well as HSA/FSA, wellness, and disability offerings 
  • 401(k) plan with a match program
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Where we are

Cherry Creek is a mostly residential district with a vibrant shopping scene - department stores, high-end fashion boutiques and eclectic eateries.

Technology we use

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

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.

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
Eat lunch together
Intracompany committees
Corporate Social Responsibility Committee, Women of HE
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
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.
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 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.
Onsite Gym
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.
Retirement & Stock Options Benefits
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.
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.
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.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
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

Additional Perks + Benefits

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

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.


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.


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.


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


VP of Engineering

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