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.
• Develop an operational roadmap and execution plan anticipating future needs of a rapidly growing company and customer base.
• Set performance goals for quality and efficiency linked directly to execution of operational plan and impact on overall company performance
• Lead the customer service support team to transform the hotel booking and overall guest experience to a world class level.
• Manage and build out Hotel Engine Groups team to exceed expectations of customers with large block and offline booking needs
• Drive departmental and organizational efficiencies by building out the team’s KPIs, reporting, preventable issue handling, and standard operation procedures.
• 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)
• 10+ years total professional experience; at least five years of proven successful management and leadership
• 5+ years of experience with internet, ecommerce, or online travel agencies
• 5+ years of managing customer support teams
• Experience at start-ups or rapidly growing companies is a plus

Supervisory Responsibilities: Director of Operations, Hotel Engine Groups Manager, Customer support team, Hotel Engine Groups team and any potential new hires.

Travel: Less than 5% expected.