Product Manager - Customer Operations

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 and experiences, so we can collectively revolutionize travel and together find the good out there.

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

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

 Responsibilities:

• Continuously focus on customer journey mapping to identify customer pain points and friction
• Identify opportunities to build products and 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 and specifications that are informed by the customer support strategy, customer feedback, latest technology, and analytics.
• Live in the data: analyse, research, and gather support for requirements and product decisions. Drive clarity across the organization, and ensure project visibility to stakeholder
• Understand and influence the product strategy of customer support; actively contribute to OKR planning; build and own your roadmap.
• Develop, manage, prioritise, and communicate Customer Support’s product pipeline
• Collaborate with various stakeholders to effectively manage and 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 and 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 and 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, and decision-making skills. Able to ask the right questions, interpret data and trends, diagnose problems, and formulate effective action plans to resolve issues.
• Excellent communication and interpersonal skills with various audiences across different seniority levels and a spectrum of functions.