Onboarding Configuration Success Manager
SiteMinderAt 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!
What We Do…
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 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.
Configuration Success Team Manager - Manila, to be in the office 2/3 days per week.
Working Hours: 3pm to 11pm Monday to Friday
About the Role
The Configuration Success Team Manager plays a critical role in ensuring the seamless operation and development of our Configuration Success team. This role focuses on driving team performance, maintaining process adherence, and delivering high-quality configuration services to support various teams across multiple regions (APAC, EMEA, AMERS). A successful manager will be a reliable leader who thrives in a fast-paced environment, excels in stakeholder management, and is passionate about coaching and developing their team to achieve excellence.
What You’ll Do
Oversee the daily operations of the Configuration Success team, ensuring smooth workflows and adherence to established processes.
Drive team productivity and efficiency by identifying areas for improvement and implementing effective strategies.
Monitor, analyze, and manage team performance data to identify opportunities for growth and address challenges.
Provide regular coaching, constructive feedback, and performance evaluations, while fostering a culture of learning and continuous improvement.
Develop and execute career growth opportunities for team members, empowering them to succeed in their roles.
Collaborate with cross-regional and cross-functional teams to ensure alignment, knowledge sharing, and operational effectiveness.
Own, create, and manage case classification, assignment, and prioritization to ensure efficient task completion.
Deliver high-quality support for SiteMinder's products and services
Maintain accountability for meeting SLA and KPI targets in a high-volume, back-office environment.
Communicate effectively with stakeholders across the globe, providing updates, reports, and insights to leadership as needed.
What You Bring
Proven experience in managing high-performing teams, ideally within a back-office, SLA/KPI-driven environment.
Strong leadership skills, with the ability to inspire, motivate, and guide team members towards achieving shared goals.
Exceptional prioritization, organizational, and time management skills in a fast-paced and dynamic setting.
Ability to adapt quickly to new processes, changes, and priorities while maintaining focus on key objectives.
Fluent English communication skills, both written and verbal, with a demonstrated ability to engage effectively with global stakeholders.
Experience in analyzing performance data, generating actionable insights, and delivering detailed reports.
A customer-centric mindset with a passion for driving continuous improvement in processes and service quality.
Perks & Benefits
Equity packages allow you to be part of SiteMinder’s growth journey.
Flexible hybrid working model (office and remote work).
Comprehensive mental health and well-being programs.
Generous parental leave policies, including secondary caregivers.
Paid leave for birthdays, studies, and volunteering every year.
Vibrant social culture with sponsored clubs, team events, and celebrations.
Employee Resource Groups (ERGs) to foster community and inclusion.
HMO insurance coverage for yourself and two immediate family members.
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.