Enablement Specialist - Customer Operations

Customer Operations, Enablement Specialist

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!

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.

The Customer Operations, Enablement Specialist is a technical delivery partner of the Customer teams. They support the Customer teams in the delivery of customer and agent focused technology projects, and the optimisation and adoption of tools and processes.

This includes working with a number of stakeholders across our support, onboarding and customer success functions, gathering requirements, delivering projects, and translating them to technology and business-led outcomes.

This role will deliver outcomes through all phases of projects, from ideation, to delivery, driving adoption, and measuring success through data analysis.

What you'll do...

• Project Management: Lead the implementation and optimisation of projects and programs of work, driving positive technology and process outcomes in the Customer landscape.
• Enablement & Optimisation: Identify opportunities for evolution and enhancement and work with key stakeholders across the customer teams to deliver continuous improvement.
• Stakeholder Engagement: Work closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary.
• Cross-Functional Collaboration: Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology
• AI & Emerging Technology: Deliver and optimise programs of work that leverage AI and automation to drive operational efficiencies and customer outcomes.
• Analysis & Data: Track effectiveness of tools and processes, and establish baselines and controls to maintain performance.

What you'll have...

• Has extensive experience in Customer Operations, or a technology driven role in support or onboarding
• Experience in Salesforce CRM and working with customer tools (like Intercom and voice solutions).
• Proactive, self-starter with the drive to build first class operations and infrastructure
• Analytical skills and experience with reporting and data analysis
• Demonstrated abilities in project management and delivery
• Excellent verbal and written communication skills, with strong attention to detail.

Our Perks & Benefits...

• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• 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.