Junior Program Manager, Cx Program Management (Remote)

We are looking for an autonomous individual to join our CX Program Management Team, as a Junior Program Manager. The ideal candidate will leverage their Customer Support experience to lead various projects with the goal of improving overall customer experience, operational efficiency and reaching business objectives.
The Junior Program Manager will be managing projects related to the analysis of current processes, identifying areas for improvement and implementing changes within the Customer Support team. A successful candidate has prior experience with project management, data analysis, stakeholder management and process improvement.
Responsibilities
Project Management (30%)

• Tracking the progress of each project or programme, leveraging the defined milestones and KPIs, by keeping continuous contact with the responsible areas and key stakeholders
• Working with the responsible area to define a detailed project plan ensuring it is measurable through clear milestones and KPIs

Data Analysis (30%)

• Perform weekly, monthly, and quarterly DSAT root cause analysis to identify processes with the highest negative impact on customer satisfaction.
• Analyzing the business model, including end-to-end processes, organizational structures, and problem areas, to propose and action improvements

Process Improvement (30%)

• Leverage DSAT analysis and program metrics to create and execute initiatives that improve CSAT, and SLAs, reduce operational costs, and reinforce consistency with Service Delivery.
• Provide rapid impact analysis for process changes and or product releases ideally proactively and or reactively as needed as part of optimizing operations and building feedback loops with cross-functional stakeholders.
• Creating compelling customer journeys

Stakeholder Management (10%)

• Develop and maintain valuable stakeholder relationshipsImplement stakeholder engagement strategies
• Effectively consult and engage stakeholders on relevant projects

Strong Candidate Will Have

• Experience monitoring and interpreting metrics, stepping back, connecting the dots and proactively take action upon
• Meticulous planning ability and experience with defining complex transformation project requirements based on business inputs and own analysis
• Proactive attitude and social skills
• Proven customer support experience (Flights or Cars)
• Strong analytical skill with a data-driven mindset
• Detail-oriented and persuasive
• Good communication skills / interpersonal skills

Preferred Qualifications

• Broad understanding of Jira software, Tableau, Google Sheets, Google Presentation, Google Slide
• University degree Bachelor or Master

More About Hopper
At Hopper, we are on a mission to become the world’s best — and most fun — place to book travel. By leveraging massive amounts of data, advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to help customers spend less and travel better. Ranked the third largest online travel agency in North America, the app has been downloaded nearly 80 million times and continues to gain market share globally.
Here are just a few stats that demonstrate the company’s recent growth:

• Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders.
• Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory. As its first Hopper Cloud partnership,
• Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
• Recognized as one of the world’s most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month.
• The company’s bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper’s total app revenue.
• Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year.

Come take off with us!