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Senior Director of Member Support

Company: Hotel Engine
Location: Denver
Posted on: August 7, 2022

Job Description:

Hotel Engine is the world's largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make. - - - In December of 2021, we closed our series B funding round with a $1.3 billion valuation, and that's just the beginning. We expect 2022 to be our best year yet. - Working hard behind the scenes building and supporting our platform are exceptional people-from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams. - - - We value our individuality, and we also understand that together, we thrive. Most importantly, we know we're not for everyone! We're focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn't live here. We've built a team of world-class people who really want to work with other world-class people. Click here to view our DNA , and if you like what you see, please, read on! - We are looking for a Senior Director of Member Support to lead our inbound member support team. In this role, you'll work cross-functionally with operations, marketing, and engineering to define the roadmap, processes and requirements that will support high performance at scale. We're looking for a passionate leader who can develop talent, analyze data and optimize support operations (including phone, chat, email and soon text) so that every customer experiences a world class interaction. This is a unique opportunity to step into the future of the hotel industry at a high-growth, technology-focused startup solving longstanding challenges in new and innovative ways. Here's what you'll do: -

  • Grow and develop a world-class -scalable Member Support program
  • Bring an analytical mindset to every opportunity using data to understand performance and make recommendations for improvement
  • Strategically manage -productivity and -capacity -in order to -hire, align, -and -coach -talented associates -while -balancing business needs and individual development
  • Ensure the team delivers best in class performance, achieving or exceeding customer satisfaction targets
  • Assess the customer support landscape and use the insights to recommend the support channels, models and tools that will deliver -a -high-quality -experience, efficiently and in a cost-effective -manner
  • Represent the voice of the customer in internal meetings, strategic planning -and goal setting efforts
  • Use your expertise to proactively identify potential issues and implement measures to prevent them -including incorporating change management and training efforts to set the team up for success
  • Ensure financial and billing -issues (e.g. overcharges) -are managed and resolved, using the dashboard to track, measure, -and improve -team efforts and partner satisfaction
  • Become an expert on our business in order to ensure compliance with contractual, regulatory, and corporate requirements -and -guidelines -for three audiences: our customers, our hotel partners and internal stakeholders
  • Develop policies and procedures to improve service delivery, efficiency and cross-functional collaboration Here's what we're looking for: -
    • Experience as a people manager and cross-functional influencer who has successfully scaled customer service operations
    • Experience using data to drive decisions, set goals, -achieve targets, and -manage -team -performance
    • Building customer support/call center programs from the ground up and rapidly evolving them through change
    • Recruiting, developing and retaining -a multi-layered team of 60+ -support associates in a competitive environment
    • Experience successfully launching new channels
    • Experience with external/outsourced staff augmentation partners
    • The ability to bring passion, creativity and flexibility to the challenges and opportunities associated with leading a team based on years of experience successfully managing similar teams
    • Experience in travel, e-commerce, startup or other online businesses - Cash Compensation:
      • Base compensation range: $140,000 - $170,000. Total compensation for this role also includes an additional variable component, increasing on-target earning potential. #LI-REMOTE 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. -

Keywords: Hotel Engine, Denver , Senior Director of Member Support, Executive , Denver, Colorado

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