Rocket Travel is looking for an Operations Manager WFM to join our growing Operations team. In this role, you’ll lead the Customer Loyalty team. You will be accountable for  the relationship with the outsourced call centers, including recommending staffing, ensuring service levels are met, creating action plans to improve operations.   Your role is to lead this young, large organization into the future.  This role is a critical part of the Operations leadership team, with direct responsibilities for leading BPO relationships, governance of policy and processes, and scaling the call center for growth.    

Rocket Travel is a place where you:

• Work with a group of intrinsically motivated people with a track record for building successful new businesses from scratch.
• Embody curiosity, community, and accountability. We live and build products by these values every day. 
• Own decisions and take action that can be implemented in a matter of days (or hours).
• Get inspired and encouraged to vacation faster, with an annual vacation stipend.
• Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
• Total Compensation is based on experience - Salary: 60K - 90K Bonus: 15 - 20%
• Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, we have a hybrid team, and a flexible work environment
• Share your passion for travel with equally adventurous teammates. 
• Work within the largest online travel company in the world. Rocket Travel creates B2C and B2B2C travel products and is part of Booking Holdings (BKNG). We have many worldwide partners and a diversified business. Despite the world’s current situation, Booking Holdings has been rated the healthiest company in travel, and Rocket itself is already seeing travel demand surpass pre-pandemic levels

As a Manager, Operations WFM at Rocket Travel, you will: 

• Strengthen Relationships with Business Process Outsoursers. Create policies/procedures that communicate accountabilities.  Lead the team to be fanatical around setting and achieving goals and customer satisfaction.
• Create Accountability and manage performance.  As the business owner of call center metrics you have responsibility to lead the team to operational excellence.
• Champion the Customer Experience by ensuring that the agents have the tools, resources and training that will drive customer experience metrics to the highest level. 
• Analyze and Consume multiple Sources of Data to create, maintain forecasts & schedules.  Balancing service level metrics and budgetary constraints to deliver a differentiating level of customer experience.
• Act as the senior escalation point for critical customer issues & partner escalations.  
• Manage your own deadlines across projects. There will be short turnarounds for some projects, and longer engagements for others. 
• Lead a large, highly visible team - Expert in creating an environment where the desire to achieve customer satisfaction is at the forefront, you consider the agent to be your customer and you drive a culture that supports excellence in service delivery.
• Be scrappy. We’re a small team and often wear many hats. Some projects may not be completely defined. You will take a resourceful approach to what’s drive results.

About you:

• Experience in call center workforce management.  You have 5+ years of experience in call centers, at least 3 of those leadership role, working with WFM platforms.
• Experience in management of large teams (50+).  Set the pace and create culture.
• You are a communicator you use multiple methods of communication, strong follow up and project management (1+ years leading large cross-functional processes) demonstrated verbal and written communication skills.
• Builder of processes and frameworks. Have a passion for creating repeatable processes, documentation and communication with business partners.
• Analytical mindset We’re looking for someone who can tell stories with data and has the ability to influence the outcome demonstrating expertise in data visualization tools.
• You seek feedback. You have a growth mindset, are comfortable soliciting thoughts from others, and are curious to learn from a spectrum of perspectives.
• Get Stuff Done  Success in this role is determinant on being able to lead and align large organizations across the world.  
• You’re expert at customer loyalty tools  Call center telephony, IVR, ACD, salesforce.com, New Voice Media,  WFM systems for scheduling and forecasting.

About Rocket Travel

We make travel more rewarding than anyone else 

Rocket Travel awards customers for booking travel through our products, allowing people to earn or use loyalty benefits from their favorite loyalty programs.

Our journey

We began in 2013 with the same goal of making travel even more rewarding. This started with our bespoke Rocketmiles website, earning travelers their favorite airline loyalty miles for hotel bookings, and every year since, we’ve advanced our goal.

We now partner with over 60 loyalty programs that travelers can choose from, we build unique partner-branded travel sites, we offer the ability to earn and redeem loyalty rewards, we sit within Booking Holdings—the most experienced Group of travel companies in the world—and we continually grow the number of ways that people can book travel through us, from stays to cars and more.

Travel constantly evolves, opening additional opportunities to create rewarding experiences, and we intend to be at the forefront of building and innovating on those for travelers worldwide.

A diverse and global team

Our teammates work across the globe, in person and remotely. We have offices in Chicago, NYC, Bangkok, Bogota, Kuala Lumpur, Manila, and Cebu. No matter where people work, our main team-building goal is to create a diverse, equitable, and inclusive environment. We do that with a Diversity and Inclusion Committee, setting DEI hiring goals, investing in employee retention, and conducting regular team training that fosters collaboration and morale.

All of these efforts help ensure that we’re promoting a supportive workplace, where people are motivated to grow professionally and build rewarding travel experiences together. 

Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.

A final word

If the idea of working within an environment that promotes accountability, curiosity, and community to build reward travel products sounds motivating to you, we would love to hear from you—even if you’re unable to meet 100% of the job requirements. We never expect people to have all of the answers, as long as they’re willing and able to learn and grow with us.