Manager, Service Operations (Back Office)
English
₹15000/MONTH
1 Year
Bachelor's degree
Work From Office
Date Posted
03-Apr-2025
Location
Delhi (DL), 1
Job Type
Full Time
Company
Group
Description
Job Opportunity: B2B CS Operations Manager
???? Location: Remote / Hopper Office
???? Job Type: Full-time
About the Role
Hopper’s Customer Service teams focus on automating and enhancing customer experiences to ensure seamless interactions for users and agents. As a B2B CS Operations Manager, you will play a crucial role in driving customer satisfaction and reducing service costs by acting as the primary liaison between Hopper and third-party call centers.
This role requires strong leadership, analytical thinking, and experience in managing BPO operations, with a particular focus on performance improvement, regulatory compliance, and service quality.
Key Responsibilities
✔ Vendor & Stakeholder Management
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Serve as the single point of contact between BPO IT, Enablement, WFM, and L&D teams.
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Provide guidance and oversight to the BPO service teams to ensure smooth operations.
✔ Performance & Process Optimization
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Review BPO performance metrics for consistency and scalability.
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Monitor productivity and KPIs to ensure efficiency in call center operations.
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Develop strategies for continuous learning and improvement with the training & quality teams.
✔ Operational Leadership
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Provide escalation support for the BPO and internal stakeholders.
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Assist with workforce planning and hiring decisions for back-office teams.
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Maintain regulatory compliance and ensure adherence to Hopper’s service standards.
✔ Data Analysis & Reporting
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Utilize strong analytical skills to identify trends, operational gaps, and areas for improvement.
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Assist in developing and analyzing service level metrics for better decision-making.
Ideal Candidate Profile
✅ Experience & Skills:
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5+ years in customer service operations (preferably in the travel industry).
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Extensive experience with Sabre, Amadeus, or NDC content (or other GDS).
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Proven project management expertise in planning, execution, and delivery.
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Strong knowledge of call center structures, agent behaviors, and performance management.
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Hands-on experience in BPO vendor management and service quality monitoring.
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Excellent communication and problem-solving skills.
✅ Leadership & Strategic Thinking:
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Strong decision-making ability with a passion for customer satisfaction.
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Ability to lead and influence teams without direct authority.
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Proven track record in process reengineering and performance enhancement.
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Commitment to continuous learning and growth in a fast-paced environment.
Why Join Hopper?
???? Industry Leader: Ranked #1 Most Innovative Travel Company (2024) by Fast Company.
???? Rapid Growth: Third-largest online travel agency in North America, with 120M+ downloads.
???? Fintech & Travel Innovation: Pioneer of Cancel for Any Reason, Price Freeze, and Disruption Assistance fintech products.
???? Global Partnerships: Partnered with Capital One, Air Canada, Tripadvisor, Nubank, and more.
???? Career Growth: Work with an innovative, high-impact team shaping the future of travel.
How to Apply
???? Submit your application online with your most updated CV.
???? Join Hopper and be part of an extraordinary journey!
Let me know if you’d like any modifications! ????
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