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 main strategic technical partner of the Customer teams (Support, Onboarding & Customer Success. They support the team in technical, optimisation and reporting capabilities. They bring new ideas, process and technology improvements, and better ways of working that contribute to stakeholder teams’ success.

This includes working with a number of stakeholders, including Marketing, Business Operations, Strategic Operations, Customer and Product teams to enable and optimise Customer and Customer Marketing capabilities through data and technology.

The will also work closely with the Enablement Operations team to ensure alignment between the Customer, Marketing, and Sales teams.

**What you will do...**
- Identify opportunities for improvement and work with key stakeholders across the customer teams to deliver continuous improvement.
- Lead implementation and optimisation projects and programs of work, driving positive technology and process outcomes in the Customer landscape - positively impacting the customer and team experiences alike
- Develop and execute programs of work that leverage AI and automation to drive operational efficiencies and customer outcomes.
- Leverage tech to effectively create scale, productivity, and remove friction from frontline customer teams.
- Introduce guidelines, goals, and measures to track effectiveness and establish baselines and controls to maintain performance.
- Own vendor relationships and software budget for customer teams technology

**What you have...**
- Extensive experience in Support, Onboarding & Customer Success, with a focus on technology & systems
- Experience working with customer and marketing tools like Intercom, Voice solutions, and BI reporting
- Proactive, self-starter with the drive to build first class operations and infrastructure
- Strong analytical skills and experience with reporting and data analysis
- Familiarity with business intelligence (BI) reporting and tools also desirable
- 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
- Generous parental (including secondary) leave policy
- 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.