Business Operations Manager, Customer Support (Viator)

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

 

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Overview of the role:

As a Business Operations Manager for Customer Support, you will be an integral part of shaping the strategy for Tripadvisor Customer Service globally, and a key member of the Tripadvisor CS Management Team. You will report to the Director, Business Operation for TACS and will have frequent and significant exposure to the senior leadership across the Tripadvisor Global Operations.

This role works on improving our customer support operations in both efficiency and customer satisfaction achieved through reduced customer effort.  

 

This role will collaborate across the organization to identify and prioritize customer needs, and to provide actionable insights to help the organization solve problems and drive customer value. This may include customer journey mapping, qualitative and quantitative analysis, development of business cases, and tracking results and outcomes.

 

This role spans project management and product management responsibilities for the Customer Support organization. You will be responsible for measuring and testing existing processes and procedures as well as designing and testing new processes and enhancements. You will project manage new initiatives for the customer support organization.   

This is a pivotal role, as it requires working across a matrix of stakeholders with varied pipelines and priorities in order to achieve intended results. Success in this role is executing successful projects, but additionally building repeatable processes for the product release or project initiative.

 

 

 Summary of activity;

• Contribute to the project & product pipeline from the agent perspective

• Understand and proactively communicate analysis of Demand Drivers, Contact Ratio, CSAT and other metrics with an eye towards process improvements to address

• Analyze opportunities to improve self-service & reduce incoming contacts.  Map, understand and build business cases to improve Customer Journeys across the sites

• Develop centralized management of key customer journeys, development of journey KPIs and oversight of journey management activities

• Maintain inventory of customer experience improvement opportunities and plans to address them. 

• Support stakeholders with business cases for prioritization and inclusion in roadmaps 

• Develop and own the comprehensive execution plans of customer experience improvements for supporting business initiatives 

• Partner and collaborates to develop and socialize Customer Effort vision, measurements and accountabilities 

• Articulate scope of all projects for CE with the team; identify and communicate deliverables and deadlines 

• Advocate and escalate changes in business processes or policies that may be negatively impacting the customer experience. 

• Ensure that cross functional teams have identified detailed scenarios and use cases, including all corresponding risks have been identified and evaluated and solutions are properly selected from a customer support perspective.

• Recommend innovative ways to facilitate changes to products, processes, and policies impacting customers. 

• Partner with marketing & product to influence solutions in a positive way for the front line and customers through the requirements, design, deployment and post-launch stages of a project. 

• Partner with cross-functional teams to problem solve and ensure productive communication and implementation of processes. 

 

 

Qualifications 

• Bachelor's Degree 

• 5 years of progressive experience in a Customer Support/ Customer Experience function. 

• Thorough understanding of multiple project management disciplines with strong time management/prioritization skills and multi-tasking ability.

• Strong business acumen with an ability to understand the direction and goals of the business. 

• Strong project management skills, including definition of milestones, task management, coordination of resources, and communication of deliverables. 

• Experience with Generative Artificial Intelligence a plus

• Six-sigma certification is a distinct advantage.

• Ability to influence and drive change while building rapport and credibility quickly with all levels in the organization. 

• Ability to handle confidential information and adhere to established protocols.

 • Excellent command of the English language

• Ability to work independently, anticipate problems and suggest solutions

• Demonstrated knowledge of customer experience systems and best practices. Experience with relevant applications, including but not limited to:

• Exposure to multi-channel operations i.e. voice support, email.

• CRM/Customer Support Tools (e.g. Salesforce.com, ZenDesk etc.)

• Word Processing/Spreadsheet Applications (Google Suite, etc.)