The position

Do you thrive in a fast-paced startup style environment? Do you enjoy working on a small innovative team that is passionate about helping people solve problems? We are looking for customer success associates, and if that description resonates with you, you could be an excellent fit for our company.​

At point.me, our vision for the Customer Experience is evolving to support business growth and to provide exceptional support throughout the entire customer travel lifecycle. We recognize that booking travel is just one part of our customers' journey with us. To stand out in the space, we need to align our services with the self-serve and luxury preferences of our ideal customer profiles. As the Sr. Program Manager of Client Services, you will play a critical role in this transformation by driving operational excellence, managing key performance metrics, and creating scalable processes to elevate our customer experience.

This is a senior role, with commensurate responsibility and compensation. The anticipated salary range is $130,000 to $150,000 in addition to significant equity. Specific compensation will be determined based on your level of experience. We are a fully distributed team.

Who you are

You are a dynamic and strategic leader with a strong background in people management and operational excellence. Your expertise includes developing and scaling client service functions, and you have a proven track record of managing P&L and key performance metrics.

You excel in creating and implementing effective processes and are adept at driving change management through influence. Your experience working with product teams and your curiosity about points and miles programs set you apart. You are passionate about customer service and are driven to ensure that every customer touchpoint is exceptional.

What you'll do

• Enable Points Advisors to Drive Revenue Growth
  • Empower Points Advisors to quarterback deals, hold Concierges accountable to solution turnaround times, and guiding customers through complex travel planning and bookings.
  • Equip Advisors with tools and processes to identify and maximize revenue opportunities.
  • Ensure Advisors are trained to handle high-value, high-touch customer interactions effectively.
• Manage a Pod of Concierges for Revenue Velocity
  • Oversee a dedicated team of Concierges, ensuring efficient and timely handling of bookings and customer inquiries.
  • Implement processes that streamline concierge activities to enhance response times and customer satisfaction.
  • Foster a collaborative environment where Points Advisors and Concierges work seamlessly together to expedite deal closures.
• Optimize Cost of Goods Sold (COGS)
  • Analyze and manage operational costs to optimize COGS while maintaining high service standards.
  • Develop strategies to reduce operational inefficiencies and enhance cost-effectiveness in service delivery.
  • Utilize data-driven insights to make informed decisions about resource allocation and process improvements.
• Operational Excellence
  • Redefine sales motions for Concierge deals to reduce friction and enhance customer delight.
  • Define and implement accountability for key performance metrics.
  • Foster a culture of continuous improvement through data-driven business reviews, rewarding high agency, and maintaining robust feedback loops.
  • Ensure rapid execution and delivery of initiatives.
  • Champion customer obsession and partner with technical and marketing teams to map out and productize the journey for signature moments in the customer lifecycle where a human touchpoint makes a difference (first encounter, earning, account creation, flight search, booking, between trips, payment, renewal, referral, negative experiences, birthdays).
  • Collaborate with the Support team on Standard Operating Procedures and KPIs for escalated tickets
  • Align a headcount and staffing plan to consumer and enterprise partner needs (e.g. night and weekends, account manager needs, etc.)
• Launching Additional Product Offerings
  • Oversee the introduction of new services like Book With Me, Concierge Marketplace, Hotels and Trip Insurance, and other premium experiences.
  • Conduct competitive research to ensure pricing and packaging are optimized for GTM goals
• Leadership and Change Management
  • Lead, coach, and develop a high-performing client services team.
  • Drive change management initiatives to ensure seamless transitions and adoption of new processes.
  • Collaborate with product teams to enhance service offerings and customer experiences.
  • Be a CRM power user and partner with Support and RevOps to ensure operational tooling needs are met

As the Sr. Program Manager of Client Services, your leadership will be instrumental in transforming our customer experience, ensuring that point.me not only meets but exceeds the expectations of our valued customers. Join us in redefining travel support and creating memorable experiences at every touchpoint.

About point.me

Here at point.me we’re devoted to bringing simplicity and clarity to a system that is intentionally opaque. And unlike traditional travel agencies, or even online booking services like Orbitz, Kayak, & Google, we don’t take a fee or commission from the airlines when someone books a flight.

Instead, point.me is on the  side of our customers — we work directly for them! We’re an ally that uses our expertise and technology to ensure people travel better, and are never taken advantage of.

Our proprietary algorithm crawls the many hidden corners of the Internet, including those hard-to-search airline award websites to discover the clearest path to maximizing the value of loyalty and credit card points.

​Benefits & perks

Join our growing team! Here at point.me we believe in taking care of our team, so that our team can take care of our customers. All employees are offered the following:

• Competitive salaries and meaningful equity
• Comprehensive health care coverage
• A 100% distributed workforce, so you can contribute from wherever you prefer
• A generous vacation policy, with a minimum of 15 days off each year
• Team trips and outings

Given the nature of our business, we anticipate that all team members will be traveling from time to time, including company trips and off-sites, or meeting with strategic partners. As such, being fully vaccinated against COVID-19 is a condition of employment at point.me. We’ll ask you to send us a copy of your vaccination card in advance of your first day.

We are hiring full and part-time positions under this listing. The anticipated pay range is $24-$30 per hour; specific compensation will be determined based on your level of experience.

All candidates must be able to be employed in the United States, regardless of ultimate work location.

We respect the individual needs of employees and are an equal opportunity employer.