Product Operations Associate - Customer Insights

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we’ve been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We’re revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that’s where you come in!

TravelPerk is building and developing a best-in-class SaaS product and we need a Product Operations Associate - Customer Insights who wants to join our journey! We need someone who is a systematic thinker and has a proven track record of bringing structure to a high-paced, wide context environment. With those skills, you will uncover opportunities to improve customer experience through analyzing customer behavior and customer feedback. You will also own our Help Center, directly impacting our first line of self-served support for any customer queries. 

If this sounds like you, let's talk!

What will you do:

• Analyze product metrics and KPIs to uncover key areas for improvement in our customer experience.
• Build and develop impact assessments to help guide the development of product roadmaps.
• Build up industry insights through competitor analysis and benchmarking.
• Investigate qualitative feedback to suggest improvements for CSAT and NPS.
• Process feedback from sales teams, building and updating a framework.
• Own TravelPerk’s Help Center. Coordinate with the different delivery teams to ensure the Help Center is the perfect tool. The perfect tool for both our customers and relevant TravelPerk teams to find answers to their queries. 

What do you need:

• Minimum 2 years of professional experience in a product, operational, analytical or quality assurance position.
• Excellent analytical skills with proven ability to analyze various data sources and identify root causes/drivers of success.
• Great communication skills, both written and spoken, in English.
• Strong project management skills. Experience implementing, delivering large projects and communicating effectively.
• Self-driven, with experience in taking responsibility/ownership and delivering.
• Capable of fast context switching.
• Systematic thinking cross departments.
• Experience working in an agile environment.
• Experience in customer customization or implementation projects is a plus.

On top of these things...

• Continuous improvement is part of your DNA. The bar is high but you always aim to set it higher. You keep abreast of news and updates to keep yourself informed and the company to the highest standards.
• Ready to roll-up your sleeves and work hard.

What do we offer?

• Competitive compensation including equity in the company.
• Generous vacation days so you can rest and recharge. 
• Health perks such as private healthcare or gym allowance depending on your location.
• "Flexible compensation plan" to help you diversify and increase the net salary.
• Flexibility to work from home most of the time with core hours.
• Unforgettable TravelPerk events including to travel to one of our hubs.
• Udemy business account to continue your development.
• Mental health support tool for your wellbeing.
• Exponential growth opportunities.

For certain positions we can help with relocation from anywhere in the world, please let us know in your applications and we will assess whether this is possible.

English is the official language at the office. Please submit your resume in English if you choose to apply.

At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.