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Product Manager, Travel Experience

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ABOUT HOPPER

At Hopper, we’re on a mission to make booking travel faster, easier, and more transparent. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing travel app -- one that enables our customers to save money and travel more. With over $235M CAD in funding from leading investors in both Canada and the US, Hopper is primed to continue its path toward becoming the go-to way to book travel as the world continues its shift to mobile.

Recognized as the fastest-growing travel app by Forbes and one of the world’s most innovative companies by Fast Company two years in a row, Hopper has been downloaded over 40 million times and has helped travelers plan over 100 million trips and counting. The app has received high praise in the form of mobile accolades such as the Webby Award for Best Travel App of 2019, the Google Play Award for Standout Startup of 2016 and Apple’s App Store Best of 2015.

Take off with us!

ABOUT THE ROLE

As a Product Manager, you will work at the intersection of customer experience, development, data science and interface design. You have a passion for creating solutions to improve customer experience and have a competitive understanding of the travel industry. At Hopper, we are customer-obsessed. Flights and hotels are large purchases for most customers, and you have the level of empathy and customer understanding needed to improve the post-booking customer experience. On any given day - whether you’re weighing the tradeoffs of offering new features, scoping and specifying solutions, or shepherding features through development - your contribution to Hopper’s success will be critical. You'll become part of a passionate, versatile, and highly collaborative team with big ambitions.

IN THIS ROLE YOU WILL

- Identify opportunities to create efficiency in our Customer Support organization by deep-diving into the team’s daily operations
- Develop self-serve product solutions that reduce support inquiries while improving customer experience.
- Work with engineers, contractors, and technology partners to scope and build automation processes
- Manage the Product Roadmap for customer support product features from inception through implementation; collect requirements, establish key metrics, and drive execution
- Understand and explain complex technical issues, discern impact, and communicate them to maximize clarity and drive resolution
- Use good judgment to make appropriate trade-offs when scoping and specifying solutions, ensuring that everything we build adds value to the business and delights our users

A PERFECT CANDIDATE HAS

- An ability to grasp, manage and articulate complex systems
- Technical understanding that allows you to work with a variety of cross-functional teams
- Experience working with a customer support interfaces and systems
- Past success analyzing data, drawing conclusions and adjusting strategy accordingly
- A track record of being proactive and persuading colleagues by constructing a compelling narrative both in person and in writing
- Strong emphasis on doing what is right for internal stakeholders and customers
- Experience with mobile product development strongly preferred
- Experience with GDS, airline, hotel and/or other travel systems a plus

BENEFITS

- Well-funded and proven startup with large ambitions, competitive salary and stock options
- Dynamic and entrepreneurial team where pushing limits is everyday business
- 100% employer paid medical, dental, vision, disability and life insurance plans
- Access to a 401k (Boston) or Retirement Savings Plan (Montreal)
- Easy commute with a paid-for public transportation or parking pass
- IATA Travel Agent Card for discounts in the travel industry
- Fully stocked kitchen with: coffee/tea, beer, bagels and snacks (both healthy and not-healthy)
- In Cambridge, work in a historic factory building near Kendall Square; in Montreal, work in an artist’s loft in the Mile End
- Team lunches, offsite activities and much more!