Specialist, CS Product Operations – Hopper

3 semanas atrás

São Paulo, Brasil Hopper Tempo inteiro

Titulo da Vaga: Specialist, CS Product Operations

Nome da Empresa: Hopper

Localização: São Paulo – SP

Descrição da Vaga: We are looking for an experienced Product Operations Specialist to join the CS Product Ops team responsible for ensuring that all cloud contact center workflows and systems across Hopper’s Sales Channels are optimized, maintained and continuously improved in the best interest of Hopper’s customers and the agents on the Customer Service team. As a CS Product Ops Specialist you will play a critical role in the software development and testing process by performing User Acceptance Testing (UAT), acting as an advocate for end-users and ensuring that features meet expectations before they go live. You will serve as product expert to answer stakeholder questions, identify and diagnose bugs and needed product features, and work with Product and Development teams to advocate for those fixes and features. You’ll also be responsible for identifying data-backed operational and product solutions to remove friction points in the customer journey. You will be a confident investigator, able to quickly identify root causes of issues while providing exceptional customer service to contact center delivery leaders, business stakeholders, software developers as well as operations groups such as WFM and IT. You will also have the opportunity to design and implement low-code automations for internal agent-facing tools, as well as workflows and data governance processes that enable internal improvements. We’re looking for an analytical, service-oriented and solutions-driven contributor to stand up viable and resilient solutions.

Responsibilities

  • Be a subject-matter expert for our CS environments with the ability to provide solutions and answer questions related to bugs, expected behaviors, and new product launches.
  • Review, troubleshoot, and provide solutions to emerging issues and advocate for fixes.
  • Optimize agent workflows based on new products/initiatives and available tools.
  • Have a direct impact on the Hopper Product roadmap by defining and/or supporting needed changes/improvements.
  • Design and own workflows for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data) collaborating with cross-functional teams such as L&D, IT and WFM where needed.
  • Provide user acceptance testing, quality assurance testing, and operational support for new products or automations, in order to validate and report anomalies/expected behaviors, strategize solutions, create tickets to report said bugs, and test fixes once implemented.
  • Serve as an incident manager as needed for high-impact outages and product issues.
  • Partner closely with key stakeholders to recommend and pilot in-house and third party tools to enhance the experience of customers and agents.
  • Schedule regular reviews with stakeholders of the customer and agent facing knowledge bases and workflows to identify areas of improvement.
  • Maintain high-quality documentation of systems, processes, and settings.

Minimum Expectations

  • Excellent written and verbal communication skills in English.
  • Hands-on experience with JSON for data manipulation and communication with APIs.
  • Proficiency in HTML, CSS, and JavaScript to create and modify web interfaces.
  • Experience writing queries in SQL to analyze and validate data-driven hypotheses.
  • Familiarity with Python programming to leverage scripting and data manipulation capabilities for enhanced data analysis.
  • Excellent computer skills, a willingness and an eagerness to approach workflow engineering and low-code automation with a data-driven approach.
  • A passion for Hopper’s mission to build the most customer-centric travel marketplace.
  • Has a high level of operational awareness, exceptional attention to detail and a broad understanding of contact centers, live support tool operations and agent behaviors.
  • Strong analytical and problem-solving skills to clarify, analyze and investigate operational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions.
  • Bias for action and drive to work autonomously, take initiative to research problems, find solutions, and communicate with stakeholders.
  • Exceptional ability to grasp, manage, and articulate complex systems.
  • Strong organizational and prioritization skills in order to manage multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure.
  • Fluent in customer service metrics, SLAs and support health indicators.
  • Excellent judgment; ability to ask smart questions and make quick, impactful decisions.
  • Resilient attitude, ability to stay on your toes and move with any changes that may come your way.
  • Customer, team & company player.
  • Take on delegated tasks with enthusiasm towards the greater good of the company.

Preferred Qualifications

  • Experience in Product Operations working with Product teams and Engineering teams preferred.
  • Experience with operation tools like Jira, Confluence, Amplitude, Datadog, Google Sheets.
  • Deep subject matter expertise in customer service operations and product ecosystems.
  • Experience in implementing and maintaining complex contact routing, IVRs, skillset libraries and customer journey flows using technologies such as Calabrio, NICE IEX, Amazon Connect and Kustomer.
  • Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights in a clear and impactful manner.
#J-18808-Ljbffr

  • Product Operations Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil Hopper Tempo inteiro

    Job SummaryWe are seeking a skilled Product Operations Specialist to join our CS Product Ops team. As a trusted expert, you will ensure that our cloud contact center workflows and systems are optimized for exceptional customer experiences.About the RoleYou will be responsible for:Collaborating with cross-functional teams to design and implement low-code...

  • Cs Operations Specialist

    6 meses atrás

    Sao Paulo, Brasil Hub Talent Tempo inteiro

    The CS Operations Specialist is responsible for ensuring the smooth operation of our page and focuses on the creation and maintenance of a comprehensive page and the preparation of post-incident reporting. **Responsibilities** - Monitor and maintain the status page with real-time information; - Gather detailed incident information and their timelines for...

  • Trade Finance Operations Specialist

    Há 5 dias

    São Paulo, São Paulo, Brasil Deutsche Bank Tempo inteiro

    Job OverviewWe are seeking a highly motivated Trade Finance Operations Specialist to join our Corporate Bank Operations, Americas Branch in Sao Paulo.About the RoleThe successful candidate will be part of an operational team responsible for trade finance products and will gain understanding of operational processes, products, and/or business operations. They...

  • Operations Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil Instaleap Tempo inteiro

    As an Ops Specialist at Instaleap, you will play a key role in helping our clients achieve their operational goals. Your responsibilities will include analyzing data related to product usage, delivering training to clients, and resolving doubts on product usage and configuration. You will also be responsible for carrying out weekly follow-up calls with our...

  • {"title":"{"{product specialist}"}", "description":"{"{product specialist}"}"}

    3 semanas atrás

    São Paulo, São Paulo, Brasil Allcare Gestora De Saúde Tempo inteiro

    Product SpecialistAs a product specialist, you will be responsible for developing and implementing product strategies.Key responsibilities include:Developing and maintaining product knowledge.Collaborating with cross-functional teams to drive product innovation.Identifying and prioritizing product opportunities.

  • Quality Operations Specialist

    2 meses atrás

    São Paulo, Brasil SHEIN Tempo inteiro

    Quality Operations SpecialistABOUT SHEIN:SHEIN is a global online fashion and lifestyle retailer, offering SHEIN branded apparel and products from global network of vendors, all at affordable prices. Headquartered in Singapore, SHEIN remains committed to making the beauty of fashion accessible to all, promoting its industry-leading, on demand production...

  • Business Operations Specialist

    3 semanas atrás

    São Paulo, São Paulo, Brasil Amazon Servicos De Varejo Do Brasil Ltda. Tempo inteiro

    About the RoleAmazon Servicos De Varejo Do Brasil Ltda. is seeking a driven and detail-oriented Business Operations Specialist to join our Retail Business Services team in Brazil. This role will be responsible for developing business relationships with vendors and providing operational support.Key ResponsibilitiesWork with vendors to ensure efficient...

  • Operations Specialist

    2 semanas atrás

    São Paulo, Brasil Monster Beverage Corporation Tempo inteiro

    In the position of Operations Specialist you will be responsible for supply chain functions for the local production facilities. Manage vendor relationships, inventories, production, and raw material planning and serve as local point of contact for the New Products Development team.Essential Job Functions:Production planning for local production facilities....

  • **Business Operations Specialist**

    3 semanas atrás

    São Paulo, São Paulo, Brasil Johnson & Johnson Tempo inteiro

    We're seeking a Business Operations Specialist to join our team. In this role, you'll be responsible for ensuring the smooth day-to-day operations of our business. Your tasks will include managing office supplies, coordinating travel arrangements, and maintaining accurate records.As a Business Operations Specialist, you will be the glue that holds our...

  • Business Operations Specialist

    3 semanas atrás

    São Paulo, São Paulo, Brasil Vero RH Tempo inteiro

    Job Title: Business Operations SpecialistThis is a key role for our company, involving the management of daily operations and the implementation of new business strategies.Manage daily operations, ensuring efficiency and productivity.Develop and implement new business strategies to drive growth.Collaborate with the team to achieve business objectives.

  • Product Operations Associate

    3 semanas atrás

    São Paulo, São Paulo, Brasil Belvo Tempo inteiro

    Product Operations Team Member:We are looking for a motivated individual to join our Product Operations team as a Product Operations Associate.Manage financial services accounts used for product development.Research financial services data and workflows.Drive, track and document progress against roadmaps and OKRs.Ensure all stakeholders are on the same page...

  • Vaga de Revenue Operations Senior Specialist

    3 semanas atrás

    São Paulo, Brasil Catho Online Ltda. - BR - Specialist Tempo inteiro

    This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture...

  • Global Product and Process Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil Catho Online Ltda. - BR - Specialist Tempo inteiro

    We are seeking a highly skilled Global Product and Process Specialist to join our team at Catho Online Ltda. - BR - Specialist. This is a hybrid role that requires strong analytical and problem-solving skills, as well as excellent communication and collaboration abilities.Key Responsibilities:Develop and implement process improvements to drive efficiency and...

  • Procurement Operations Specialist

    Há 1 mês

    São Paulo, São Paulo, Brasil WillowTree Tempo inteiro

    Procurement Operations SpecialistSão Paulo or Porto Alegre - BrazilAbout the RoleWe are seeking a highly skilled Procurement Operations Specialist to join our team in São Paulo or Porto Alegre, Brazil. As a key member of our procurement team, you will be responsible for analyzing and managing our procurement processes and systems to ensure efficiency,...

  • Vaga De Global Product Strategy Specialist

    4 semanas atrás

    São Paulo, Brasil Catho Online Ltda. - BR - Specialist Tempo inteiro

    Share People Hub in partnership with ABI Growth Group | AB InBev, searches for a Product Strategy Specialist to work in a hybrid role in São Paulo - SP.About AB InBev AB InBev is the leading global brewer and one of the world's top 5 consumer product companies. With over 500 beer brands, we're number one or two in many of the world's top beer markets,...

  • Operations Specialist

    2 meses atrás

    são paulo, Brasil Manuport Logistics NV Tempo inteiro

    Manuport Logistics is a fast-growing logistic partner, where the ability to change, customer focus, flexibility and innovation are always in top of mind. We try to actively stimulate entrepreneurship and ownership to develop the best logistics engineers for our customers. Together we face all challenges within a 'BE Different - BE MPL' team. For our MPL...

  • Operations Specialist

    2 meses atrás

    São Paulo, Brasil Manuport Logistics NV Tempo inteiro

    Manuport Logistics is a fast-growing logistic partner, where the ability to change, customer focus, flexibility and innovation are always in top of mind. We try to actively stimulate entrepreneurship and ownership to develop the best logistics engineers for our customers. Together we face all challenges within a 'BE Different - BE MPL' team. For our MPL...

  • Supply Chain Operations Specialist

    4 semanas atrás

    São Paulo, São Paulo, Brasil Indi Staffing Services Tempo inteiro

    About the Role: We are seeking a Supply Chain Operations Specialist to help drive our growth. As a Supply Chain Operations Specialist, you will play a critical and active role in the day-to-day operations. This is an excellent opportunity to be one of the key members of our team and position yourself for unique career growth opportunities.Key...

  • Operations Specialist

    2 meses atrás

    São Paulo, Brasil Manuport Logistics NV Tempo inteiro

    Manuport Logistics is a fast-growing logistic partner, where the ability to change, customer focus, flexibility and innovation are always in top of mind. We try to actively stimulate entrepreneurship and ownership to develop the best logistics engineers for our customers. Together we face all challenges within a 'BE Different - BE MPL' team. For our...

  • Operations Specialist

    2 meses atrás

    são paulo, Brasil Manuport Logistics NV Tempo inteiro

    Manuport Logistics is a fast-growing logistic partner, where the ability to change, customer focus, flexibility and innovation are always in top of mind. We try to actively stimulate entrepreneurship and ownership to develop the best logistics engineers for our customers. Together we face all challenges within a 'BE Different - BE MPL' team. For our MPL...