Customer Operations, Enablement Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About the Customer Operations, Enablement Manager...

The Customer Operations, Enablement Manager is a key strategic technical partner for Customer teams (CS, Onboarding, and Customer Success). This highly technical role focuses on leveraging AI to reduce the total cost of service while increasing Customer Satisfaction (CSAT) and Employee Satisfaction.

This role helps Customer teams with technical expertise, optimization strategies, and reporting capabilities. The manager introduces innovative ideas, process and technology enhancements, and improved workflows to contribute to the success of stakeholder teams.

Responsibilities include ownership of the Intercom & Amazon Connect platform, manage vendor relationship, proactively drive roadmap to align with strategic objectives, responsible for BAU and collaborate with the Salesforce team on joint projects.

This position involves working with various stakeholders across Marketing, Business Operations, Strategic Operations, Customer, and Product teams to enable and optimize Customer and Customer Marketing capabilities through data and technology.

This role works closely with the Enablement Operations team to ensure alignment across the Customer, Marketing, and Sales functions.

What you will do...

• Understand the existing Customer team landscape from people, process and tools perspective. Get primed on current projects and future roadmap items, validate them and propose changes as required. 

• Lead implementation programs - Be the technology champion and a trusted advisor to Customer teams

• Proactive Initiatives

  • Identify/Detect friction in customer lifecycle & propose technical/AI solutions that can help reduce reactive support cases & Churn

  • Propose & Implement programs of work that allows customers to better adopt SiteMinder products

• Reactive initiatives

  • Reduce the total cost of service while increasing CSAT and Employee Satisfaction through AI and modern day technologies

  • Focus on technical streams of work including but not limited to

    • Unifying help/contact channels

    • Enabling technologies & tools that reduce cognitive load on human agents

    • Improve Customer self service levels to Industry benchmark across all channels via AI (both within and outside Intercom and Salesforce)

    • Implement workflows/action bots to perform actions across multiple systems to solve customer queries

    • Work with Data Engineering and CRM team to develop a unified data set of customer to enable automation & self service

• Identify opportunities for improvement and work with key stakeholders across the customer teams to deliver continuous improvement.

• Manage and guide your team to enrich their careers 

• Own vendor relationships and software budget for customer teams technology

What you have...

• Strong experience in Customer Operations with extensive experience in Designing and managing customer lifecycle (CS, Onboarding and Customer success)

• Expert in Intercom tool and has practical experience in implementing and continuously optimising FIN AI

• Experience in working closely with Content team to optimise content for AI

• Knowledge in Salesforce & willingness to learn Agentforce 

• Hands on experience in implementing and managing voice & IVR solutions. Experience in Amazon Connect will be a bonus

• Strong analytical skills and experience with reporting and data analysis

• Excellent verbal and written communication skills, with strong attention to detail

Our Perks & Benefits…
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.