Process Automation Lead (Viator)

About 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.

Who are we looking for?

We are seeking a forward-thinking Process Automation Lead to design, drive and implement a frictionless experience and ensure effortless, scalable support is available for all our customers to ensure a 10 out of 10 experience. This role focuses on the customer support journey from Self-Service, through AI-Assist and then Human-Assist ensuring it is an effortless support journey. The role focuses on enablement design, ideal for an experienced lead with strong business process optimization experience, and ability to translate complex AI opportunities into a service-solution.

Key Responsibilities:

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Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist, to simplify service solution and speed to resolution for our customers.

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Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.

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Close-Loop Resolution: identify root-cause product or process blockers causing customer friction with measured impact, work between Product & Engineering on milestone sprint for actionable improvements

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Workflow Automation: re-engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.

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Human-Assist Tooling: Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.

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Operational Cost: Identify high impact opportunities that reduce Human-Assist that enhance the service resolution for a customer, ensuring reducing friction / barriers.

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Project-Management: Oversee end-to-end implementation, ensuring solutions are scalable, measurable and aligned with the service-solution strategy.

Minimum Qualifications & Experience:

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Automation & Process subject matter expert with 5+ years experience in customer contact-centre operations

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Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology

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Strong working knowledge and understanding of AI and automation concepts: chatbots, workflow tooling and predictive analysis

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Proven ability to design and execute process optimization

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Comfortable working with technical teams and external vendors to translate CS business needs into delivery

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Close-Loop resolution for product or process blockers causing customer friction with measured impact

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Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer

Skills you should bring to the role:

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Communication: strong influencing skills with ability to articulate issues to internal stakeholders (required)

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Strategic thinker: with strong influence skills and ability to leveraging data (required)

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Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)

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Industry: Experience in a similar role within the Travel Industry (Preferred)

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses

• “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.

Our Values

• 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.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request. Please include the job requisition number in your message.

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