About the job
The Implementation Specialist (IS) role is the main point of contact and connectivity champion during the onboarding process of new hotel contracts. The IS is responsible for effectively communicating directly with new hotel partners to gain the information necessary to map their properties and subsequently activate them, while ensuring the quality of the property’s presence on the Hopper platform.
This role requires a highly organized, knowledgeable individual who is able to deliver quantitative results related to onboarding in a fast-paced environment. You will be required to support the evolving needs of a fast-growing team. The right candidate will effectively communicate with partners and enjoy collaborating with the Implementation, Revenue, Business Development and Market Management teams.
What would your day-to-day look like:Support and onboard hotel partners through different connectivity systems and solutions.Track onboarding status and hotel interactions (emails, calls) within Salesforce.Collaborate with the Business Development, Market Management and Revenue Optimization teams on a daily basis for successful onboarding, in addition to other members of the IS team.Deliver quantitative results based on onboarding quality and speed.Take a proactive approach on problem solving when experiencing delays or “hiccups” in the onboarding process.Work closely with product management on ad-hoc projects/tasks.An ideal candidate has:The ability to fluently speak English & Japanese.Strong organizational skills with a tendency to prioritize tasks based on their importance to the company’s bottom line.A self-starter with a “can-do” attitude and enthusiasm to own their onboarding portfolio.A proven ability to effectively communicate across a large portfolio of hotel partners, with the natural ability to build rapport with internal and external stakeholders.Solid understanding of our onboarding processes and their impact on the property’s performance on the Hopper platform.A natural curiosity and ability to ask questions or provide answers in team/group settings.A preference for taking action; A “why do later what I can do now” mindset.The ability to work with minimal guidance, be proactive, handle ambiguity and thrive in a dynamic environment where processes are continuously improving and pushing limits is everyday business.Nice-to-have:Experience with Salesforce or similar CRMs.Experience reviewing XML logs and/or other formats of data output.A background with online travel agencies, CRS providers and/or experience in the hotel industry.Knowledge of SQL, Data Studio, Amplitude, or similar data visualization tools.Perks and benefits of working with us:Well-funded and proven startup with large ambitions, competitive salary. Hopper provides a monthly allowance for our employees in Japan to help reduce costs related to EHI premiums and out of pocket medical expenses. Please ask us about our very generous parental leave, much above industry standards!. Unlimited PTO. Work-from-home stipend. Access to co-working space on demand through FlexDesk. Carrot Cash travel stipend. Hopper provides a cash benefit for employees to put towards retirement. An entrepreneurial culture where pushing limits and taking risks is everyday business. Open communication with management and company leadership. Small, dynamic teams = massive impact.#posttoexternal
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!
