Systems Enablement Manager, Customer Service

About the jobCustomer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavor to leverage AI technologies to build automated workflows, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement. The Systems Enablement Manager will be responsible for owning all agent-facing tools. They will focus on every-day automation initiatives, including agent and customer workflows, AI virtual assistant building and governance; along with data management; and overall system administration. Key Responsibilities Liaise with internal and external stakeholders to collect functional and technical requirementsDesign and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge BasesDesign and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)Responsible for the upkeep and maintenance of all tools including during emergenciesOptimize agent workflows based on new HTS products/initiatives and available toolsQA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll outRespond to Systems Service desk requests timely and proactivelyCollaborate with internal teams and external vendors to troubleshoot technical issuesPartner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agentsKeep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-dateMinimal QualificationsHas a strong understanding of contact centres, live support tool operations and agent behavioursHas excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approachHas a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up locationIs commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new thingsExperience in a technical role (Software QA, Junior Engineer etc.) #LI-REMOTEMore about HopperAt 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. 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 travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands.Through HTS, our B2B division, the com ... (truncated, view full listing at source)