Operations Specialist

Job Description

Provn is hiring an Operations Specialist supporting an AI travel agent company helping people travel smarter, stress less, and save money on flights and hotels (with automatic refunds when prices drop after booking). The role sits at the center of how that promise gets delivered reliably, at scale.

Comp: $130K-$160K base + 0.05%-0.08% equity. Onsite in Bellevue, WA.

Apply directly here:

provn.co/org/gordian-software/jobs/81eacfa6-47fc-4881-8dfb-8a163ac06651/operations-specialist?utm_source=dstribute&utm_medium=job+board&utm_campaign=gordian-ops-spec

This is a high-ownership operations seat, not a ticket queue. When repricing opportunities arise, bookings hit issues, or support escalations come in, you'll resolve them quickly and accurately. But the bigger half of the job is recognizing patterns, finding root causes, and building the workflows, tooling, and AI-driven processes that prevent those issues from happening in the first place. You'll also lead a global team of contractors who oversee and intervene in the AI-driven customer experience, setting quality standards and feedback loops along the way.

What you'll be doing:

Diagnosing and resolving booking issues, support escalations, and operational edge cases in a way that maximizes value returned to the customer

Designing and building lightweight workflows, tooling, and AI-driven processes that increase accuracy, reduce manual effort, and improve service speed and quality

Leading and coordinating a global team of contractors who oversee and intervene in the AI-driven customer experience

Setting quality standards, building feedback loops, and ensuring consistent outputs at every customer touchpoint

Translating individual issues into pattern-level insights and scalable solutions that increase the number of savings opportunities successfully completed

Acting as the voice of the customer, synthesizing what you learn into clear product priorities around reliability, trust, and real financial value

Working closely with engineering while independently identifying and implementing solutions wherever possible

What we're looking for:

Familiarity with SQL and AI data analytics

Strong detail orientation and the ability to move fluently across multiple databases, internal tools, and AI systems

Bias toward action: comfortable building scrappy first versions, testing quickly, and iterating on real-world results

Strong pattern recognition and root cause analysis instincts

Ability to work in person in Bellevue, WA

Bonus points for experience with CRM platforms (Intercom preferred) and for experience managing support or contractor teams

Must be authorized to work in the US. No visa sponsorship.

About Provn

Your Provn Application is your edge to rise to the top of resume stacks. You will complete a challenge designed in partnership with the hiring manager for this role. Present your approach, your critical thinking, and your solution. Humans, not bots, review and assess your work. And hiring managers are contacting top performers for interview loops. Through challenge-based portfolios and merit-first matching, we connect the world's best talent with the best opportunities, regardless of geography, education, work history, or network.

Full-time