Open positions in Seattle, WA

Business Operations Manager

Reports to: Chief Product Officer

The Business Operations Manager is responsible for measuring the day to day performance of our core products and technologies and ensuring that revenue impacts due to unforeseen issues are minimal. The Business Operations Manager is responsible for reviewing daily KPIs to determine any disruptions to our technology as well as any partner disruptions. The Business Operations Manager will work both independently and with various teams within the Product, Engineering and Account Management teams to resolve issues. The Business Operations Manager will be responsible for managing the issues log to ensure the highest priority items are addressed by the engineering teams and will also be responsible for measuring impact of KPIs when new products are released. In addition, the Business Operations Manager will be responsible for reporting these metrics to key stakeholders and ensuring targets are met.

As a key member of the team, the position will have a wide range of responsibilities that may, from time to time, go beyond the specific defined role. The successful candidate will thrive in participation across teams, driving and influencing all areas of the company. This includes being a hands-on day to day driver of ensuring success of early stage programs.

Summary of Key Responsibilities
  • Analyze data to denote trends and potential issues in relation to our core products
  • Determine key performance indicators, implement tracking of those KPIs, and continually monitor and review KPIs for indication of issues with the products
  • Measure the KPI’s on a consistent ongoing basis as well as during key events, such as client launches and product launches
  • Determine thresholds and strategy for automated alerting
  • Work with account management, product and engineering to perform root cause analysis
  • Prioritize any issues and follow through to resolution
  • Understand the dynamics of all of the teams to determine the best approach to resolving and when to bring in various team members
  • Document findings and provide a weekly reporting of key metrics to management
  • Work with Finance and CEO on addressing trends in financial data which may be related to product issues or operations
  • Manage the prioritization of the issues log; from gathering issues, reporting on issues, documenting resolution and communicating resolution, both internal and external stakeholders
  • Support internal business tools, such as Clearslide and Salesforce
Success Criteria
  • 3 – 5 years of experience in business operations, support, analyst role
  • Strong analytical skills and a keen attention to detail to perform deep analysis and uncover issue areas
  • Strong organizational skills with the ability to effectively prioritize tasks
  • Works independently to ensure follow-through
  • Excellent communication skills both oral and written
  • Strong organizational skills with the ability to effectively prioritize tasks
  • Strong team building skills
  • Experience working with at least one major GDS (Sabre or Apollo) and experience in the business travel market

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