Head of Customer Experience

Launched in 2011, HotelTonight offers the world’s best mobile apps for booking hotels. We make it remarkably easy to book great hotels at amazing last-minute rates on your mobile device, for tonight, tomorrow and next week. When hotels have unsold rooms, they load them onto the app, which means incredible deals. We screen every hotel featured, and only work with ones you'll love.

We’re looking for a Head of Customer Experience to lead an already-solid team with an established reputation for world-class customer advocacy to gracefully scale with our next phase of growth. This will be the chance to try out innovative data-driven approaches, establish new processes and refine existing ones, all with a goal of making HotelTonight famous for customer experience to a whole new set of customers and fans. This job is for you if you're a thought leader obsessed with blazing your own path to find the most scalable ways to deliver on customer requests and solve customer problems. You exude the fun, quirky personality we’re known for, and you champion a highly personal feel to all customer and partner interactions. You take customer happiness very seriously, but you don’t take yourself quite so seriously. You have a hunger to drive strategic and operational innovation based on analytical rigor and the ability to drive meaningful changes without slowing down the train. You and your team are always at the forefront of pushing new channels, techniques and processes to ensure that customer experience is an effective customer acquisition tool for HotelTonight, not just a cost of doing business. Sometimes your ideas buck conventional wisdom and push the envelope, but you are an effective advocate within the organization and have no problem wrangling the support you need.

* Manage the teams that wow our customers via inbound customer requests (currently phone, email and chat) and inbound hotel requests, in addition to our first-of-its-kind Aces service, providing concierge level service to our most valued customers. Support spans multiple languages and geographies around the world * Foster a culture of fanatical focus on providing a best in class customer experience and be responsible for achieving key customer satisfaction goals * Set the long term Customer Experience organizational structure vision and build, manage and retain a world-class Customer Experience team * Design and implement processes, systems, and metrics to ensure the team delivers on our cost and efficiency goals. Build and maintain a culture that is frugal, not cheap, with a clear understanding of the financial implications of day to day decisions * Drive improvements in HotelTonight’s customer satisfaction scores by ensuring HotelTonight’s customers’ needs are understood by cross functional partners in the product, marketing and global supply teams * Develop compelling, insightful recommendations based on quality data analysis and lead execution against recommendations quickly and accurately * Define requirements for world-class Customer Experience operations systems and work with HotelTonight’s technology teams to implement new systems or enhance existing systems * Coach and oversee managers and their teams on execution of all individual job details, and provide ongoing mentorship to groom the next generation of Customer Experience leadership at HotelTonight * Using a combination of effective leadership and innovative communication and outreach strategies, maintain a cultural cohesion among our worldwide team of remote Customer Support Aces that rivals the in-office feel at HQ * Develop and implement cutting edge reporting on Customer Experience performance, including productivity, quality of service ratings and other relevant metrics and drive change where needed

* 8 to 10 years of general management experience in an operations context, ideally in customer service * Experience managing distributed teams; global team management experience is a bonus. Our award winning team is fully remote throughout the globe to ensure the best possible (cultural) experience for all our users * Strong project management, organizational and communication skills * Strong interpersonal skills working across cross-functional internal teams, and experience working with employees at all levels of a company * Demonstrated people management competencies: accountability for results, client focus, team effectiveness, developing others, organizational sophistication and influencing others * Self-starter who is flexible, can manage through ambiguity, and is comfortable working in an entrepreneurial environment within a larger organization * Strong analytical skills, with experience prioritizing initiatives based on quantitative data, and an ability to identify gaps in reporting or analysis needed to answer business questions * Highly creative; you love to solve problems large and small * Travel approximately 20% of the time (role is based in San Francisco)