(R561) Business Operations Manager, Customer Support (Viator)
Viator
EUR 30.000 - 50.000
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore, making memories that will last a lifetime has never been easier. Viator: One app, 300,000+ travel experiences you'll remember.
Perks of Working at Viator
* Competitive compensation packages, including base salary, annual bonus, and equity.
* “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration.
* Flexible schedule. Work-life balance is ingrained in our culture.
* Donation matching for qualifying charitable donations.
* Tuition assistance for qualified programs.
* Lifestyle benefit to spend on travel, wellness, or other personal interests.
* Travel perks including discounts.
* Employee assistance program for life's challenges.
* Health benefits with great coverage.
Our Values
* We aspire to lead.
* We're relentlessly curious.
* We're better together.
* We serve our customers, always.
* We strive for better, not perfect.
* Our workplace is for everyone.
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. You will report to the Director, Business Operation for TACS and will frequently interact with senior leadership across Tripadvisor Global Operations.
This role focuses on improving customer support operations in efficiency and satisfaction. You will collaborate across the organization to identify and prioritize customer needs and provide actionable insights. This may include customer journey mapping, qualitative and quantitative analysis, and tracking results.
This role spans project management and product management responsibilities for the Customer Support organization. You will measure and test existing processes and design new enhancements. You will manage new initiatives for the customer support organization.
Summary of activity:
* Contribute to the project & product pipeline from the agent perspective.
* Communicate analysis of Demand Drivers, Contact Ratio, CSAT and other metrics to address process improvements.
* Analyze opportunities to improve self-service & reduce incoming contacts.
* Develop centralized management of key customer journeys and oversee journey management activities.
* Maintain inventory of customer experience improvement opportunities.
* Support stakeholders with business cases for prioritization.
* Develop execution plans of customer experience improvements.
* Collaborate to develop and socialize Customer Effort vision and measurements.
* Articulate scope of all projects and communicate deliverables and deadlines.
* Advocate for changes in business processes impacting customer experience.
* Ensure cross-functional teams identify scenarios and risks.
* Recommend innovative changes to products, processes, and policies.
* Partner with marketing & product to influence solutions positively.
* Partner with cross-functional teams to problem solve and implement processes.
Qualifications
* Bachelor's Degree.
* 5 years of progressive experience in a Customer Support/ Customer Experience function.
* Thorough understanding of multiple project management disciplines.
* Strong business acumen.
* Strong project management skills.
* Experience with Generative Artificial Intelligence is a plus.
* Six-sigma certification is an advantage.
* Ability to influence and drive change.
* Ability to handle confidential information.
* Excellent command of the English language.
* Ability to work independently and suggest solutions.
* Demonstrated knowledge of customer experience systems and best practices.
If you need a reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, please reach out to your individual recruiter.
#J-18808-Ljbffr