Senior Customer Operations Manager

About Us

Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.

Why Reeco

At Reeco, we live by our core values, which we call Heartt: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests.

Did we mention we’re one of the fastest-growing companies to watch for 2024-2025? Join us and help build the future of hospitality tech!

What You'll Do:

In the Customer Operations role, you will be instrumental in improving our internal processes and ensuring seamless onboarding and support for new properties. This is a back-office position, focusing on operations behind the scenes rather than direct customer relationships.

Your responsibilities include:

Back Office Onboarding & Project Management: Oversee the onboarding of new properties by managing projects, coordinating with relevant teams, and ensuring a smooth integration process.
Process Improvement: Continuously refine and improve the overall customer support and onboarding workflows to boost efficiency and effectiveness.
Strategic Implementation: Lead strategic initiatives such as implementing Totango, collecting health metrics on customers, and leveraging other software tools to optimize operations.
Collaboration: Work closely as part of a team, particularly with the Customer Experience (CX) and Product departments, to align operations with broader company goals and improve service quality.

Requirements:

Who You Are

Experience:

You have significant experience in B2B customer operations within SaaS companies. Experience with marketplaces, strong data analysis skills, and startup exposure (especially post-Series A) are highly beneficial.

Skills & Competencies:

You embody all our Heartt values: Humility, Excellence, Ambition, Respect, Transparency, and Trust.
Proficiency with HubSpot, Intercom, Totango, Snowflake, Excel, and BI tools.
Strong analytical abilities to assess data and drive process improvements.
Excellent project management skills and a collaborative team player mindset.
Cultural Fit: As a team player, you thrive in collaborative environments and align closely with Reeco’s core values.

How To Apply

Ready to join a company where your work has real impact? Send us your resume, and don’t forget to share why Heartt resonates with you!

At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.