Hapi - Manager, Signature Support

Aquiva Labs, Inc.; Town of Florida, Northern (NY, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Data Travel, LLC. is seeking a Sr. Director-level leader to head the Hapi PMS support/engineering team. You will guide a 4-7 member team delivering round-the-clock dedicated PMS support for a global client, with a follow-the-sun model.

You will partner with client and internal teams to ensure effective use of case-management, knowledge-base tools, and drive proactive issue resolution while maintaining strong client engagement and governance.

Qualifications

• 5+ years leading a technology/contributor team, preferably Help Desk/Support.
• 5+ years implementing or supporting Opera PMS Solutions.
• Experience implementing and supporting OXI and OWS interfaces.
• Strong professional communication skills.

Responsibilities

• Lead a team of 4–7 PMS experts to provide 24/7 support in a follow-the-sun model.
• Collaborate with the client’s internal teams to determine requirements and priorities.
• Ensure efficient use of case-management, telephone, and knowledge-base tools.
• Maintain detailed statistics for the Signature Support team and drive proactive issue resolution.
• Engage with the client regularly to provide industry-leading support and advocacy.

Skills

Team leadership

Professional communication

Tools

OPERA PMS

OXI interface

OWS interface

Oracle database

RESTful APIs

Postman

AWS (EC2, CloudWatch)

Salesforce Service Cloud

Job description

Hapi is a data streaming, integration, and enrichment platform with robust transactional APIs designed and developed by Data Travel, LLC. to solve the hotel industry’s data management challenges.

This role will report to the Sr. Director, Hapi Support Services and will be responsible for the development and operation of Hapi’s highly specialized team of PMS support and engineering experts. This team is dedicated to provide “white glove” industry-leading support services to one of Hapi’s global clients. This team and the services they provide is likely to increase significantly over time as the platform and its utilization scales up.

Responsibilities

• Assisting in hiring, onboarding, training, and managing a team of 4-7 PMS experts to provide round the clock dedicated PMS support in a "follow-the-sun" model.
• Closely partner with the client’s internal teams to determine their requirements and priorities, collaborate on the execution of projects and support initiatives.
• Partner with internal teams to ensure we’re efficiently leveraging our tools for Support, like case-management, telephone, and knowledge-base systems.
• Collaborate with support leadership to maintain detailed statistics for the Signature Support team.
• Define and execute strategies to proactively identify and resolve potential issues.
• Work at least 1 support shift per week or as required to maintain 24/7 coverage, inclusive of all activities required to support IHG’s Loyalty program.
• Engage routinely with the Client in effort to provide industry leading support and engagement.
• Liaise with support leadership in advocacy for the clients.
• Provide ongoing coaching to the Signature Support Engineers to ensure our continued exemplification of expedience, proactivity, patience, expertise, and care for the clients.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Required Qualifications

• At least 5 years’ experience leading a team of technology contributors, preferably with Support/Help Desk experience.
• At least 5 years’ experience implementing and/or supporting Opera PMS Solutions.
• Experience implementing and supporting OXI and OWS interface.
• Professional communication skills.

Knowledge, Skills, and Abilities

• Expert level front-end knowledge of the OPERA PMS, and advanced-level knowledge of OPERA backend and architecture.
• Intermediate experience with Oracle database and the ability to execute SQL statements.
• Intermediate understanding of network operations.
• Familiarity with RESTful APIs, JSON documents, and tools like Postman.
• Familiarity with AWS, including EC2, Lambdas, and CloudWatch.
• Familiarity with Salesforce Service Cloud, preferred.