The Sales Operations Program Manager will play a key role in transforming our BPO contact center agents' capabilities to enhance their sales skills while maintaining high service standards. You will work closely with teams that manage our contact center agents to improve their performance and collaborate with various support functions within the organization to ensure alignment with our sales goals. Your efforts will be crucial in managing and optimizing sales operations, developing and implementing sales programs, and achieving our 15%+ hotel sales conversion target.
Responsibilities
- Oversee the development and execution of sales programs and initiatives to enhance the sales capabilities of contact center agents.
- Analyze sales data to identify trends, gaps, and opportunities for improvement, providing actionable insights and recommendations.
- Set and monitor sales goals, forecasts, and performance metrics, ensuring alignment with organizational objectives.
- Develop and manage sales processes, tools, and technologies to support contact centerLead the development of new standard operating procedures that can be used by the business unit and elsewhere in the organization to further advance our sales goals.
- Manage and optimize the sales incentive program, ensuring it motivates and rewards high performance.
- Conduct routine audits of BPOs to ensure processes are aligned.
- Perform call listening of agents to ensure adherence to sales processes and identify areas for improvement.
- Coordinate with BPO partners to ensure they effectively implement sales strategies within their organizations, including providing sales coaching to BPO teams.
- Collaborate with cross-functional teams, including service delivery, service optimization, training, quality assurance, data, and talent operations, to implement sales strategies effectively.
- Align with service delivery and service optimization on daily and weekly calls to help set priorities related to sales.
- Provide overall management of the sales process, ensuring it meets customer needs and drives revenue growth.
Minimum Qualifications
- Experience in customer support and sales functions within the travel industry.
- Knowledge of BPO operations and management.
- Strong analytical skills with the ability to interpret sales data, analyze the sales funnel, and provide actionable insights.
- Excellent project management and organizational skills; ability to manage multiple tasks simultaneously.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
- Proficiency with contact center performance management processes and systems.
- Excellent judgment and the ability to ask smart questions and make quick, impactful decisions.
- Resilient attitude with the ability to stay adaptable and move with changes.
- Drive to work autonomously, take initiative to research and analyze problems, find solutions, and communicate with stakeholders.
- Customer, team, and company player, with enthusiasm for contributing to the greater good of the company.
- Exceptional ability to grasp, manage, and articulate complex systems.
- A passion for Hopper's mission to build the most customer-centric travel marketplace on Earth.
Preferred Qualifications
- Degree in sales, marketing, or business administration, or 5+ years of equivalent experience in field sales, sales operations, or sales development.
- Proven track record of developing and implementing successful sales programs and initiatives.
- Advanced experience in managing sales analytics.
- Familiarity with and management of sales incentive programs.
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More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 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.
Come take off with us!
