Client Operations Strategist at Hotel Engine | Powderkeg

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

We are looking for a ** Client Operations Strategist** to work closely with our Client Operations team and its functions (Traveler Experience, Member Support, and Training & Development). This position will play a key role in transforming our Client Operations function into a scalable, world-class organization. You will leverage your creative problem-solving skills to drive process improvement that both delights our customers and drives fulfilling work for our Client Operations teams.

Reporting to our Senior Director of Client Operations, you will act as a collaborative, solution-oriented partner to our Client Operations teams with an emphasis on, process, systems, and growth. Helping design and deploy scalable service/delivery models leveraging automation and other best-in-class technology will be a strong focus of this role.

Key Responsibilities

  • Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility and growth.
  • Leverage automation and technology to build a scalable customer support team
  • Develop and implement strategies to improve the client experience and drive operational efficiency
  • Design and implement new processes and procedures to streamline operations and improve efficiency
  • Analyze data and trends to identify areas for improvement and make recommendations to senior leadership
  • Monitor and track key performance indicators (KPIs) to measure the effectiveness of operational strategies
  • Develop practices and systems to assist teams to improve outcomes through performance monitoring, problem resolution, system audits, and quality assurance measures.
  • Secret shop high performing Customer Support organizations to influence the growth and modernization of our service offerings

Here's what we're looking for:

Required:

  • 3-5+ years in Customer Support Operations with experience in an Enterprise B2B SaaS environment
  • Experience gained within Customer Support large transformation programs, including foundational system infrastructure (SFDC, etc)
  • Salesforce or Zendesk experience is required
  • Growth minded with a keen eye to identify operational inefficiencies and ability to implement modern system and process enhancements
  • Organized and detail-oriented with a love for creating order out of chaos
  • Analytical thinker who can develop insights from data to drive change in a fast-paced environment
  • Creative problem solver with an aptitude to influence change and push teams to operate better than they have before
  • Proven success implementing systems and processes to scale and deliver best-in-class customer experiences

Cash Compensation

The total cash compensation range for this role is $70,000 - $80,000/year with an annual bonus target of up to 15%, plus an attractive stock options package. Final offer amounts are determined by multiple factors, including prior experience, expertise, and may vary from the amount above.

Remote Opportunities

This role is eligible for remote work. Please speak with your recruiter to learn more.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

  • Competitive base salaries
  • Annual performance bonuses
  • Stock options for all associates + performance-based stock options
  • Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
  • 401(k) plan with a match program
  • Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
  • Paid parental leave and family medical leave
  • Hotel discounts through our exclusive platform
  • The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.
Job Summary
  • Job Title
    Client Operations Strategist
  • Company
    Hotel Engine
  • Location
    Remote
  • Employment Type
    Full time
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