Implementation Manager / Senior Programs Manager - Global Guest Services

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Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in more than 30 cities spanning eight countries and three continents. Sonder’s innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

Our Global Guest Services Team is the voice of Sonder for our guests. Our core mission is to deliver jaw dropping experiences to guests who reach out to us with questions, requests, or issues. We field thousands of interactions daily, and are growing at a breakneck pace. The Global Guest Services Program Manager will focus on enabling flawless guest experiences through system, tool and process design for our guest-facing operations. This high visibility role will work closely with Market Operations, Tech, Revenue, Guest Services and other cross-functional partners to prioritize and scope projects. You will define business requirements and problems-to-solve; ideate solutions; weigh operational considerations; project costs, revenue and long-term impact; and facilitate execution of winning solutions.

At Sonder You Will

• Manage all projects related to the design and optimization of tools, processes, and workflows in our contact centers, to support an outstanding experience for our guests
• Own our processes end to end and drive improvement in service quality and reduction in costs and using lean/six sigma methodologies.
• Help to drive the creation of Sonder’s operating system for the future of the hospitality industry through building business cases, PRDs and roadmaps for bespoke, in-house software with our Product and Engineering teams
• Set the strategy for our contact center enterprise software ecosystem. Distill strategy into programs and projects, and lead to successful completion.
• Own the performance of our CRM (Salesforce Service Cloud). Manage Salesforce Administrators and provide requirements and prioritization to our in-house Salesforce engineering team for improvements, or engagements with consultants as required.
  

What We Look For

• Bachelor’s degree in related field or work experience equivalent
• A strategic, highly process-driven leader, with at least 5 years experience in post-sales or CX system and process design and optimization. Consulting experience preferred
• A collaborative, detail oriented and skilled project manager, with minimum 3 years experience in driving large, complex projects, ideally in a contact center setting
• A relentless pursuer of efficiency, with deep understanding of Lean / Six Sigma methodologies and significant experience of putting them into practice (certification preferred)
• An outstanding communicator, able to explain complex ideas to a wide audience and gain buy-in on long term strategies and investments
• A CRM business leader, who can confidently work with our SFDC team and/or consultants to maximize the performance of our Salesforce ServiceCloud instance
  

We also have great benefits to make your life easier so you can focus on what you’re best at:

• Competitive compensation
• Generous stock plan
• Medical, dental and vision insurance (where applicable)
• Flexible vacation
• Annual free credits and discounts to stay in Sonders
• A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!
• Workplace flexibility for remote positions #ABetterWaytoWork
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.