Product Manager, Hotels Marketplace (Customer Support)

Job title: Product Manager, Hotels Marketplace (Customer Support)

Job description: About the job

The Hotels Marketplace team is building the most convenient and trustworthy hotel shopping experience so that customers can easily find the best hotels at the best prices, and know they’re in good hands if anything goes wrong. We’re looking to add a product manager to our team who will lead the brand new Customer Support lane. This PM will have a huge impact on the hotel business because our ability to seamlessly help our customers when their travel is disrupted or their plans change is critical to our success. We are looking for a scrappy, creative, hands-on “doer” that will find innovative ways to surprise and delight customers through automated support flows and VIP service offerings. Are you up for the challenge?

Product Managers at Hopper are “smart creatives” who obsess over the customer and will help transform Hopper from a disruptive startup into the global leader in mobile travel. As a Product Manager, you will work at the intersection of software development, data science, and user experience to solve real customer problems and create unique value. You will need to dive deep into the data and develop an understanding of the competitive travel landscape to ground the basis for new product features.

On any given day – whether you’re surveying customers to better understand their needs, partnering with engineering to scope a feature down to the MVP, or combing through data for new insights – your contribution will be critical to Hopper’s current and future success.

What does your day-to-day looks like:

• Manage a product roadmap for a set of features from inception through implementation and analysis: collect requirements, establish key performance metrics, craft the user experience, drive execution, and report on the impact
• Collaborate closely with data science to dive deep into our data to understand our users
• Work with business leaders to help shape business cases, including return-on-investment analyses for new product initiatives
• Partner with design to ideate and wireframe new features that will be in the hands of millions of users across the globe
• Pare down an ideal feature to the minimum viable product: identify what’s essential for us to know if this is a good idea, what’s not, and how can we limit cost and risk?
• Understand complex technical issues, discern impact, and be able to explain the situation to maximize clarity and drive resolution

An ideal candidate has:

• An innovative and detail-oriented approach to problem-solving
• Past success analyzing data, drawing accurate conclusions, and adjusting strategy accordingly
• Excellent communications skills both in-person and in-writing
• A bias for action and drive to go beyond the status quo
• Experience finding innovative solutions for real-world, user problems
• Technical depth that allows you to communicate with, understand, and earn the respect of world-class engineers and data scientists
• No ego. Strong focus on doing what is right for the customer and the company

Preferred qualifications:

• Thrived in a B2C product role and delivered delightful features at scale
• A track record of persuading colleagues through compelling narratives grounded in data
• Experience pulling your own data and writing SQL queries
• The instinct to get on a whiteboard and explain your thinking
• A passion for Hopper’s mission to build the most customer centric travel marketplace on Earth

Perks of working with us:

• Well-funded and proven startup with large ambitions, competitive salary and stock options
• Unlimited PTO
• WeWork All Access Pass OR Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer-paid telemedicine, medical, dental, vision, disability and life insurance plans
• Access to a Retirement Savings Plan

More about Hopper

Today, Hopper is best known as a travel app. We’re going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.

We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer’s trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.

Now we’re laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.

#LI-Remote

Company: Hopper

Expected salary:

Location: Canada

Job date: Thu, 05 Aug 2021 05:03:05 GMT

Job Source: Careerjet.ca

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