Product Manager Customer Operations

We believe that we are better together, and, at Tripadvisor, we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique perspective & experiences, so we can collectively revolutionize travel & together find the good out there.

Tripadvisor is the worlds largest travel site helping hundreds of millions monthly consumers to know better, book better & go better to reach the full potential of every trip.

This Product Manager position is within the Customer Support team & will support several Tripadvisor brands & business units i.e., TripAdvisor Vacation Rentals, Core Tripadvisor & SinglePlatform across B2B & B2C business spanning hotels, restaurants, vacation rentals, flights, & cruises. At Tripadvisor, we believe in providing our customers with wide range of self-service features to make it easy for them to use & work with Tripadvisor. Customer Support organisation at Tripadvisor is focused on improving customer experience & reducing customer effort & this role plays an integral role in building customer centric products & solutions in collaboration with the wider product & engineering teams. As a Product Manager, you will influence the customer operations product strategy, own your roadmap, & produce specifications that evolve the platforms feature set for both internal & external customers, while working closely with product & engineering to release quality deliverables on-time.

To be successful, you will be passionate about customer experience, self-service, reducing customer effort, operating efficiency & data driven methodology.

 Responsibilities:

• Continuously focus on customer journey mapping to identify customer pain points & friction
• Identify opportunities to build products & solutions to improve customer self-service by leveraging customer support demand drivers.
• Deliver product specifications on behalf of customer support for product & engineering to build solutions
• Develop requirements & specifications that are informed by the customer support strategy, customer feedback, latest technology, & analytics.
• Live in the data: analyse, research, & gather support for requirements & product decisions. Drive clarity across the organization, & ensure project visibility to stakeholder
• Understand & influence the product strategy of customer support; actively contribute to OKR planning; build & own your roadmap.
• Develop, manage, prioritise, & communicate Customer Supports product pipeline
• Collaborate with various stakeholders to effectively manage & maintain Tripadvisor Help Centre
• Previous experience at a Product Manager level managing a Product Pipeline.
• At least 5 years of experience in product and/or project management in an e-commerce environment.
• A proven track record in product planning as well as defining & launching successful products.
• Good understanding of AI/Machine learning technologies & solutions in the customer service space
• Willing to work in a global environment with teams & stakeholders spread across multiple geographies.
• Experience with relevant applications including:
  • Web-based content management Systems
  • Exposure to multi-channel operations i.e. voice support, email, chat, chat-bot etc.
  • CRM/Customer Support Tools specifically Salesforce
  • Data Warehouse(s) (Google BigQuery, Snowflake, Microsoft SQLServer)
• Consistent track record of executing cross-functional initiatives
• Strong problem solving, analytic, & decision-making skills. Able to ask the right questions, interpret data & trends, diagnose problems, & formulate effective action plans to resolve issues.
• Excellent communication & interpersonal skills with various audiences across different seniority levels & a spectrum of functions.

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