Job
Description
At SiteMinder, we value the individual contributions of our employees as the driving force behind our success. We believe in fostering diverse teams that embrace and respect a variety of voices, identities, backgrounds, experiences, and perspectives. Our inclusive culture empowers employees to bring their authentic selves to work and take pride in their unique contributions. It is through our differences that we continue to innovate and revolutionize the way we serve our customers. Together, we are stronger! We are passionate about technology but understand that simplicity is key for hoteliers. Since 2006, we have been dedicated to enhancing our world-leading hotel commerce platform to help accommodation owners efficiently attract and book more guests online. Our platform caters to a wide range of properties, from boutique hotels to large chains, offering booking solutions for various accommodations such as igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and more. Today, SiteMinder is the global leader in open hotel commerce, supporting 47,000 hotels across 150 countries and processing over 125 million reservations annually. As a Customer Operations Enablement Specialist at SiteMinder, you will play a pivotal role in shaping the future of customer operations. Focused on optimizing Intercom and facilitating cross-functional technology delivery, you will drive customer experience transformation by gathering requirements, designing solutions, and implementing automations that enhance our customer teams" capabilities. Collaborating on a global scale, you will lead continuous improvement initiatives that directly impact customer satisfaction and digital-first business objectives. Your responsibilities will include being the technical expert for the Intercom service desk, collaborating with Customer Support, Onboarding, and Customer Success teams to deliver technology projects that improve customer experiences and team productivity. From conceptualization to implementation and optimization, you will lead initiatives leveraging automation, AI, and data-driven insights to achieve measurable operational enhancements. Key Responsibilities: - Technical enablement: Serve as the subject matter expert for Intercom, collaborating with Customer Teams to develop and optimize workflows and processes. - AI & emerging technology: Implement programs that utilize AI and automation to drive operational efficiencies and improve customer outcomes. - Project Management: Lead technology projects from inception to successful delivery, ensuring positive outcomes in the Customer landscape. - Continuous Optimization: Identify opportunities for enhancement and work with stakeholders to drive continuous improvement. - Stakeholder Engagement: Partner with senior customer leadership to align on strategies and manage cross-functional initiatives. - Cross-Functional Collaboration: Build relationships with key teams across sales, marketing, IT, and CRM delivery to ensure project alignment. - Analysis & Data: Track tool and process effectiveness, establish baselines, and maintain performance controls. Qualifications: - Extensive experience in a technology-focused Customer Operations role with a deep understanding of operational and technical best practices. - Hands-on experience with customer service platforms, preferably Intercom, Zendesk, Freshdesk, or similar. - Proven leadership in technology projects from conception to adoption. - Proactive problem-solver with a focus on operational excellence. - Strong stakeholder management and cross-functional collaboration skills. Preferred Skills: - API and Webhooks development in customer service tools. - Familiarity with Salesforce CRM or similar enterprise platforms. - Proficiency in project management and managing multiple initiatives simultaneously. - Background in change management and user adoption strategies. - Experience with AI-powered customer service tools and automation platforms. - Knowledge of customer success and support metrics and KPIs. Benefits: - Hybrid working model (in-office & remote). - Mental health and well-being initiatives. - Paid birthday, study, and volunteering leave. - Sponsored social clubs, team events, and celebrations. - Employee Resource Groups (ERG) for networking and involvement. - Personal growth opportunities through training and advancement. If you see yourself in this role, we invite you to join our team! Please submit your resume, and our Talent Acquisition team will reach out to you. We encourage applicants from underrepresented groups to apply and kindly request you to share your pronouns and any interview process adjustments you may need.,
