CS Product Operations Analyst

We are looking for an experienced Product Operations Specialist to join the CS Product Ops team responsible for ensuring that all cloud contact center workflows and systems across Hopper’s Sales Channels are optimized, maintained and continuously improved in the best interest of Hopper’s customers and the agents on the Customer Service team.

As a CS Product Ops Specialist you will play a critical role in the software development and testing process by performing User Acceptance Testing (UAT), acting as an advocate for end-users and ensuring that feature meets expectations before they go live. You will serve as product expert to answer stakeholder questions, identify and diagnose bugs and needed product features, and work with Product and Development teams to advocate for those fixes and features. You’ll also be responsible for identifying data-backed operational and product solutions to remove friction points in the customer journey. You will be a confident investigator, able to quickly identify root causes of issues while providing exceptional customer service to contact center delivery leaders, business stakeholders, software developers as well as operations groups such as WF...