Coordination: Collaborate with internal teams across marketing, supplier operations, customer service, and finance to optimize hotel performance and maximize customer satisfaction.
Merchant efficiency metrics: Own response time, proposal turnaround, quote quality, merchant activity and retention — and keep improving them through product.
Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
Customer-side of the conversation: Partner with the platform PM to design the customer experience of chatting with a sales agent or merchant — response SLA, proposal presentation and trust-building.
Admin tool: Build and iterate the internal configuration and operations console so that OPS can self-serve product launches, rule changes and exception handling — driving down operational cost over time.