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Service Delivery Manager



São Paulo, SP, Brazil
Posted on Saturday, April 13, 2024
Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents with a delightful, seamless experience. The HTS CS Service Delivery Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers.
They will be the voice of Hopper within the 3rd party call center. The HTS Service Delivery Manager will be responsible for providing guidance and oversight. They will focus on the vendor’s success by assisting with (but are limited to) workflows, KPIs, gap analysis, and regulatory compliance. The successful candidate will be the voice of the Brazil Call Center Operations.


  • Provide guidance and oversight to a third party call center
  • Serve as the key knowledge resource representing the call center to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers
  • Work with the training and quality departments to create an environment of continuous learning
  • Possesses experience in service level metrics development and analysis
  • An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues
  • Manage all regulatory requirements as set out by Hopper’s B2B client (Banking)
  • Monitoring productivity and assist the BPO in motivating the team to reach daily, weekly, and monthly goals
  • Be a point of escalation for for the BPO and internal stakeholders for the US call center operations
  • Assist BPO Human Resources to interview and select employees for the call center
  • Assists with strategic planning as it pertains to operations and achievement of results
  • Maintains an excellent working knowledge of the entire operation, as well as developing projects

Minimum Qualifications

  • Has a strong understanding of call centers, call center structures and call center agent behaviors
  • Has a proven track record of driving customer satisfaction
  • Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.
  • Has worked for or managed a team in a BPO environment
  • Experience understanding data
  • Experience in the travel industry (or willing to quickly learn)
  • Experience with Sabre or Amadeus (or other GDS) preferred (or willing to quickly learn)
  • Develop audit operational plans, schedule and conduct audits, and present audit reportsIs committed to continuous growth and learning.
  • They understand that every challenge is an opportunity and they get excited about learning new things
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!