Justin Hernandez

Justin Hernandez has a diverse work experience spanning over 14 years. Justin is currently serving as the Head of Operations at Bookshop.org, where they built the operations function from scratch, overseeing operations, customer experience, finance, and HR. Prior to this, they worked at Sonder Inc. as a Team Lead Guest Experience for Europe, ensuring a unique and consistent experience for guests. Justin also held the position of Head of Customer Experience at Waldo Contacts, where they managed a team of 15 and implemented initiatives to improve helpdesk support. Justin worked at Rome2rio as a Customer Experience Manager, developing a global customer support function and reducing response times significantly. Justin started their career at American Express, where they held various roles, including Relationship Manager and Assistant Relationship Manager, consistently exceeding sales and NPS targets. Justin also has experience as a Senior Consultant at Flight Centre and as a Guest Service Agent at Four Seasons Hotels and Resorts.

From 2003 to 2005, Justin Hernandez attended ICHM and earned a Bachelor of International Hotel Management (Swiss Hotel Association) degree. No specific field of study was mentioned.