Jo L.
About Jo L.
Jo L. is the Business Unit Leader for Customer Experience at Hopper, with a background in industrial engineering, hospitality, and art curation.
Current Roles at Hopper
Jo L. holds dual leadership roles at Hopper, serving as the Business Unit Leader, Customer Experience, and Head of Customer Service. In these capacities, Jo leads global customer experience teams, focusing on operational strategies, product innovation, and talent management. Jo’s leadership style emphasizes transparency and decisiveness, aiming to enhance team dynamics and execution.
Previous Roles and Experience
Jo L. has a diverse background in various industries and roles. At Hopper, Jo previously served as Director of Air Service from 2019 to 2020. Before Hopper, Jo worked at Four Seasons Hotels and Resorts as the Global Operations Leader, People & Culture, from 2015 to 2017. Jo also has experience as an Executive Trainer in Learning and Development at Forbes Travel Guide from 2014 to 2016 and as Founder and Director of Operations at Galerie Coatcheck from 2010 to 2013.
Education and Qualifications
Jo L. holds a Master of Management in Hospitality (MMH) from Cornell University and a Bachelor of Arts in Economics and East Asian Studies from McGill University. Additionally, Jo has a Diploma of College Studies (DEC) in Programmatic Manufacturing (CNC) and Restoration from Rosemount Technology Centre.
Early Career in Industrial Engineering
Jo L.'s career began in the field of industrial engineering operations. Jo worked at Mindray as an Engineering Project Manager (2007-2009), Associate Program Manager (2006-2007), and QC Analyst for 3PL services in 2006. Throughout these roles, Jo gained expertise in labor relations, logistics, quality control, and revenue management.
Focus on Service Innovation
Known for simplifying complex problems and addressing customer challenges thoughtfully, Jo L. is committed to advancing service innovation technology. Jo also mentors future leaders in service and support, emphasizing the importance of innovation and strategic problem-solving in customer experience management.