Technical Program Manager (US hours)

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We're seeking a driven and results-oriented Enterprise Accounts Technical Program Manager to join our growing team in Israel. In this role, you'll be responsible for guiding a team of customer experience representatives, ensuring they meet the organization’s standards for customer interactions and problem resolution. This leadership role not only facilitates day-to-day team operations but also implements strategies to enhance customer satisfaction and loyalty.

Responsibilities:

• Ensuring a seamless and scalable technical experience for enterprise customers by driving cross-functional alignment and process optimization
• Customer Interaction: Handling escalated customer experience issues that frontline representatives are unable to resolve, ensuring that customer concerns are addressed promptly and satisfactorily.
• Quality Assurance: Implementing and maintaining quality assurance processes to monitor and enhance the quality of customer interactions.
• Feedback Collection: Gathering feedback from customers and team members to identify areas for improvement and to inform the development of new strategies and processes.
• Reporting: Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement.
• Collaboration: Working closely with other teams, such as onboarding, product, and development, to ensure customer feedback is integrated into overall business strategies.
• Conflict Resolution: Mediating conflicts within the team and between customers and representatives to maintain a professional and smooth working environment.
• Resource Management: Managing resources such as software, tools, and other materials necessary for delivering excellent customer experience.
• Enterprise Customer Advocacy:
• Represent the voice of the customer (VoC) in internal discussions and roadmap planning.
• Proactively manage and mitigate risks or escalations with high-profile enterprise accounts.
• Conduct business reviews and drive strategic initiatives to enhance customer satisfaction and retention.

Requirements:

• 3+ years of hands-on experience as a technical project manager - Must
• High proficiency in English (reading, speaking & writing) - Must!
• Strong leadership and management skills, with proven ability to motivate and inspire team members - Must
• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions, and tell compelling stories through data.
• Experience working with Tableau/PowerBI, Monday, JIRA, SalesForce
• Good familiarity with Google Analytics, SQL, Python, and JS. An advantage
• Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
• Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments.
• Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.
• Ability to work evening shifts and Mon-Fri
• Experience in AI methodology and tools in the CX world. An advantage

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.