Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents with a delightful, seamless experience. The B2B CS Operations Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. They will be the voice of Hopper within the 3rd party call center. The B2B Operations Manager will be responsible for providing guidance and oversight. They will focus on the vendor’s success by assisting with (but are limited to) workflows, KPIs, gap analysis, and regulatory compliance. The successful candidate will be the voice of the US Call Centre Operations working alongside the Philippines’ Service Delivery Team.