Large

Tripadvisor is a global company that operates a prominent online platform dedicated to travel and tourism. Their core function revolves around providing a comprehensive resource for travellers, offering user-generated reviews and ratings of hotels, restaurants, attractions, and travel experiences worldwide. The ultimate aim of Tripadvisor is to empower individuals with valuable insights and recommendations, enabling them to plan and make informed decisions for their journeys, while fostering a global community of travellers who share their authentic experiences to guide others in discovering exceptional destinations and experiences around the world.

Technology

Tripadvisor

You need 5+ years in customer support management, strong problem-solving and time management skills, experience in multi-channel operations, and proficiency in CRM tools and content management systems.

You will manage team performance, drive coaching initiatives, monitor service levels, analyze customer feedback, implement process improvements, and oversee complaint resolution efforts.

Customer Relations

Business, Operations & Strategy

Oxford

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. Perks of Working at Viator * Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity. * “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. Customer Service Operations Manager (Multilingual English & Spanish) Location: Oxford/Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based. Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shifts assigned to you may require that you work over weekends and public holidays. As the Customer Service Operations Manager, you are an integral part of the global Viator Operations Management team. You will report to the Director of Customer Services and will have frequent and significant exposure to the management teams of Viator. You will be responsible for recruiting, developing and managing the department within the in-house call centre operations in the Oxford office centred on escalations, social media and complaint resolution. In addition, you will also help in supporting wider global operations. The individual will have a strong analytical approach to work and proven track record of managing processes and teams with a high level of attention to detail. * Evaluate performance and ensure the teams utilise the service management metrics for the ongoing monitoring of performance for teams and individuals. * Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured and reviewed as per company policy. * Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success. Conducts monthly 1:1's with formal review of performance. * Active development of the team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning. * Ensure that all coaching and development logs are accurate and timely. * Supervising staff in accordance with company policies and procedures. * Coordinate coaching and training of staff onsite. * Produce literature and manuals were appropriate to help improve performance. * Identify and implement initiatives to improve employee engagement. * Operational Management * Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimise backlogs. * Ensure that service issues are recorded and responded to within agreed service levels and timelines. * Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations. * Keep up to date with company, department and process knowledge. * Standardise processes, procedures and platforms for service delivery. * Auditing of processes to ensure currency and accuracy in line with department standards. * Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement. * Proactively champion best practice to enhance agent productivity, CSAT, Quality, IR and FCR. Regularly help to review processes and develop improvements. * Champion Department Initiatives and show pro-activity in identifying where knowledge or process gaps exist to coach, educate and provide assistance as required. * Work closely with various functions like Quality, Training, WFM and Human Resources to strengthen the business relationship between the departments. * Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base. * Customer Relations. * Understanding key demand / complaint drivers. * Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence. * Work with key business stakeholders to minimise DSAT drivers and improve CRD team CSAT. * High activities cases tracked, managed and analysed. Reduce the number of touches per case. * Ensure SLA’s on responding to complaints and escalations are hit. * Report risk events and ensure Corrective Action Plans are raised as necessary. * Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution. * Produce weekly / monthly and ad hoc reporting of the above to senior management level. * Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behaviour. * Manage, respond and track forum reviews for Viator. * In addition - any other duties delegated ad-hoc. * What are we looking for? * At least five years of experience managing a Customer Support team. * Accomplishes organisation’s goals by accepting ownership for delivering on new and different requests; exploring opportunities to add value to tasks undertaken. * Passion for solving customer issues. * Ability to handle confidential information and adhere to established protocols. * Strong time management/prioritisation skills and multi-tasking ability. * Excellent editorial judgement and command of the English language. * Ability to work independently, anticipate problems and suggest solutions. * Experience with relevant applications, including but not limited to: Managed multi-channel operations i.e. voice support, email. * Experience managing escalations / complaint cycles. * Web-based content management Systems. * CRM/Customer Support Tools * Word Processing/Spreadsheet Applications (Microsoft Office, etc.) * Social Media Applications (Facebook, Twitter, etc.) * Hands-on experience with user-generated content. (either personally or professionally) * In addition, the ideal candidate will demonstrate the following competencies: * Flexible and open to change and new information; adapts behaviour and work methods accordingly. * Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback. * Exhibits integrity through fair and ethical behaviour toward others and a demonstrated sense of corporate responsibility and commitment. * Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people. * Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively. * Identifies and analyses problems; distinguishes between relevant and irrelevant information. * Ability to balance time to market with a solution and make the right trade-offs along the way * Strong analytical skills: understands and utilises metrics relevant to role. * Clear communication through expression of facts and ideas in a clear, convincing and organised manner * Good business judgement when making decisions and always considers the relevance/impact of each decision on the business. 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 AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message. #Viator

About ViatorViator, 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.Perks of Working at Viator * Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity. * “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.         Customer Service Operations Manager (Multilingual English & Spanish)Location: Oxford/Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shifts assigned to you may require that you work over weekends and public holidays.As the Customer Service Operations Manager, you are an integral part of the global Viator Operations Management team. You will report to the Director of Customer Services and will have frequent and significant exposure to the management teams of Viator. You will be responsible for recruiting, developing and managing the department within the in-house call centre operations in the Oxford office centred on escalations, social media and complaint resolution. In addition, you will also help in supporting wider global operations.The individual will have a strong analytical approach to work and proven track record of managing processes and teams with a high level of attention to detail. * Evaluate performance and ensure the teams utilise the service management metrics for the ongoing monitoring of performance for teams and individuals. * Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured and reviewed as per company policy. * Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success. Conducts monthly 1:1's with formal review of performance. * Active development of the team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning. * Ensure that all coaching and development logs are accurate and timely. * Supervising staff in accordance with company policies and procedures. * Coordinate coaching and training of staff onsite. * Produce literature and manuals were appropriate to help improve performance. * Identify and implement initiatives to improve employee engagement. * Operational Management * Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimise backlogs. * Ensure that service issues are recorded and responded to within agreed service levels and timelines. * Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations. * Keep up to date with company, department and process knowledge. * Standardise processes, procedures and platforms for service delivery. * Auditing of processes to ensure currency and accuracy in line with department standards. * Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement. * Proactively champion best practice to enhance agent productivity, CSAT, Quality, IR and FCR. Regularly help to review processes and develop improvements. * Champion Department Initiatives and show pro-activity in identifying where knowledge or process gaps exist to coach, educate and provide assistance as required. * Work closely with various functions like Quality, Training, WFM and Human Resources to strengthen the business relationship between the departments. * Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base. * Customer Relations. * Understanding key demand / complaint drivers. * Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence. * Work with key business stakeholders to minimise DSAT drivers and improve CRD team CSAT. * High activities cases tracked, managed and analysed. Reduce the number of touches per case. * Ensure SLA’s on responding to complaints and escalations are hit. * Report risk events and ensure Corrective Action Plans are raised as necessary. * Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution. * Produce weekly / monthly and ad hoc reporting of the above to senior management level. * Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behaviour. * Manage, respond and track forum reviews for Viator. * In addition - any other duties delegated ad-hoc. * What are we looking for? * At least five years of experience managing a Customer Support team. * Accomplishes organisation’s goals by accepting ownership for delivering on new and different requests; exploring opportunities to add value to tasks undertaken. * Passion for solving customer issues. * Ability to handle confidential information and adhere to established protocols. * Strong time management/prioritisation skills and multi-tasking ability. * Excellent editorial judgement and command of the English language. * Ability to work independently, anticipate problems and suggest solutions. * Experience with relevant applications, including but not limited to: Managed multi-channel operations i.e. voice support, email. * Experience managing escalations / complaint cycles. * Web-based content management Systems. * CRM/Customer Support Tools * Word Processing/Spreadsheet Applications (Microsoft Office, etc.) * Social Media Applications (Facebook, Twitter, etc.) * Hands-on experience with user-generated content. (either personally or professionally) * In addition, the ideal candidate will demonstrate the following competencies: * Flexible and open to change and new information; adapts behaviour and work methods accordingly. * Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback. * Exhibits integrity through fair and ethical behaviour toward others and a demonstrated sense of corporate responsibility and commitment. * Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people. * Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively. * Identifies and analyses problems; distinguishes between relevant and irrelevant information. * Ability to balance time to market with a solution and make the right trade-offs along the way * Strong analytical skills: understands and utilises metrics relevant to role. * Clear communication through expression of facts and ideas in a clear, convincing and organised manner * Good business judgement when making decisions and always considers the relevance/impact of each decision on the business.         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 AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.#Viator

Customer Service Operations Manager - Tripadvisor

Customer Service Operations Manager

You should be self-motivated, problem-solver, experienced in B2B environments, fluent in Spanish and English, with teaching skills and restaurant knowledge. Salesforce knowledge is a bonus.

You will train new restaurants on software solutions, adapt pitches, promote digitalization, encourage service usage, identify upselling opportunities, and travel as needed for support.

Madrid

<div>
 Join our Movement and Champion Restaurant Culture!
 At TheFork we believe that the best things in life happen around the table, and we are on a mission to connect the world's favorite restaurants and the broadest community of loyal diners.
 Finding the best dining experience for our Diners community or boosting restaurant performance for our Restaurateurs Partners has never been easier thanks to our signature products:
 TheFork App: our free restaurant discovery &amp; booking app that helps you find your next table with ease.
 TheFork Manager: our innovative software tool that digitizes restaurant operations, empowering our Restaurateurs to manage bookings efficiently and boost their revenue.
 TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app
 At TheFork, we also believe that people truly make the difference. None of this would be possible without our vibrant Forkies community. Our strong core values—Better Together, Ownership, Respect, and Growth—are the guiding principles of everything we do, shaping our behaviors: "Come as you are," "Dig in," and "Make it Memorable".
 TheFork leads the restaurant booking market in Europe and operates in 11 countries. Our offices boast a fully international team working together in a flexible, multicultural, and constructive environment that provides everyone with space to grow, both professionally and personally.
 To learn more about TheFork and our Forkies, explore our official site: https://www.careers.thefork.com
 What you will do:
 <ul>
 <li>The B2B Trainer will focus on training our new restaurants in our software solutions.</li>
 <li>You have to adapt your pitch to many type of restaurants by phone; in the restaurant or running virtual trainings.</li>
 <li>Getting our restaurants to understand that the digitalization of their establishment is a step for their development</li>
 <li>Make our restaurants change their way of working and use our services appropriately</li>
 <li>Create needs to upsell and cross-sell products.</li>
 <li>Availability to travel</li>
 <li>The role requires the ability to work independently to meet individual goals as well as those of the wider team to support the Spanish region.</li>
 </ul>
 Who you are:
 <ul>
 <li>Self-motivation and a proactive attitude is key to being successful in the role</li>
 <li>Pedagogical orientation</li>
 <li>Problem-solving skills</li>
 <li>Experience with e-learning platform and SAAS systems</li>
 <li>Team player, Customer Orientation, Results-oriented, Dynamic and perseverant</li>
 <li>Strong ability to influence at all levels, strong instruction and teaching skills</li>
 <li>Previous experience of at least one year in a commercial, prospecting and customer management B2B online environment and / or leisure-restoration.</li>
 <li>Languages: Native in Spanish and High Level of English</li>
 <li>Excellent communication and people skills</li>
 <li>Serious and committed, with polite and positive attitude</li>
 <li>Experience with restaurants</li>
 <li>Knowledge of Salesforce a bonus</li>
 </ul>
 What we offer you
 An awesome team (not everybody like our jokes, but we try our best)
 A Temporary Contract (maternity leave)
 <ul>
 <li>️ Flexible working environment (2 days home office per week)</li>
 </ul>
 Competitive fixed salary, bonus and equity (yes, equity!)
 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)
 International teams - More than 30 nationalities and 16 offices worldwide
 ️‍ Highly inclusive working environment
 <ul>
 <li>️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc</li>
 </ul>
 Continuous learning and development programs
 Free access to the Calm app
 <ul>
 <li>A program dedicated to help you have the best work/life balance</li>
 </ul>
 Health insurance fully covered by the company
 ‍ Life Insurance and Disability at no cost to the employee
 Amazing offices with dining, coffee point on each floor, and leisure area
 Team building events (we love karaoke. A lot. A lot.)
 If you are the right person and you are thrilled to join TheFork don't miss this chance and apply.. we are waiting for you!
 We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic &amp; cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.
 TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to AccessibleRecruitment@TheFork.com. Our HR team will review the request and respond accordingly.
 #LI-AD2
</div>


 Join our Movement and Champion Restaurant Culture!
 At TheFork we believe that the best things in life happen around the table, and we are on a mission to connect the world's favorite restaurants and the broadest community of loyal diners.
 Finding the best dining experience for our Diners community or boosting restaurant performance for our Restaurateurs Partners has never been easier thanks to our signature products:
  TheFork App: our free restaurant discovery & booking app that helps you find your next table with ease.
  TheFork Manager: our innovative software tool that digitizes restaurant operations, empowering our Restaurateurs to manage bookings efficiently and boost their revenue.
  TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app
 At TheFork, we also believe that people truly make the difference. None of this would be possible without our vibrant Forkies community. Our strong core values—Better Together, Ownership, Respect, and Growth—are the guiding principles of everything we do, shaping our behaviors: "Come as you are," "Dig in," and "Make it Memorable".
 TheFork leads the restaurant booking market in Europe and operates in 11 countries. Our offices boast a fully international team working together in a flexible, multicultural, and constructive environment that provides everyone with space to grow, both professionally and personally.
  To learn more about TheFork and our Forkies, explore our official site: https://www.careers.thefork.com
  What you will do:
 
  The B2B Trainer will focus on training our new restaurants in our software solutions.
  You have to adapt your pitch to many type of restaurants by phone; in the restaurant or running virtual trainings.
  Getting our restaurants to understand that the digitalization of their establishment is a step for their development
  Make our restaurants change their way of working and use our services appropriately
  Create needs to upsell and cross-sell products.
  Availability to travel
  The role requires the ability to work independently to meet individual goals as well as those of the wider team to support the Spanish region.
 
 Who you are:
 
  Self-motivation and a proactive attitude is key to being successful in the role
  Pedagogical orientation
  Problem-solving skills
  Experience with e-learning platform and SAAS systems
  Team player, Customer Orientation, Results-oriented, Dynamic and perseverant
  Strong ability to influence at all levels, strong instruction and teaching skills
  Previous experience of at least one year in a commercial, prospecting and customer management B2B online environment and / or leisure-restoration.
  Languages: Native in Spanish and High Level of English
  Excellent communication and people skills
  Serious and committed, with polite and positive attitude
  Experience with restaurants
  Knowledge of Salesforce a bonus
 
 What we offer you
  An awesome team (not everybody like our jokes, but we try our best)
 A Temporary Contract (maternity leave)
 
  ️ Flexible working environment (2 days home office per week)
 
 Competitive fixed salary, bonus and equity (yes, equity!)
 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)
 International teams - More than 30 nationalities and 16 offices worldwide
 ️‍ Highly inclusive working environment
 
  ️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc
 
 Continuous learning and development programs
 Free access to the Calm app
 
  A program dedicated to help you have the best work/life balance
 
 Health insurance fully covered by the company
 ‍ Life Insurance and Disability at no cost to the employee
 Amazing offices with dining, coffee point on each floor, and leisure area
 Team building events (we love karaoke. A lot. A lot.)
 If you are the right person and you are thrilled to join TheFork don't miss this chance and apply.. we are waiting for you!
 We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.
 TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to AccessibleRecruitment@TheFork.com. Our HR team will review the request and respond accordingly.
 #LI-AD2


B2B Restaurant Trainer (Temporary - 9 months) | TheFork - Tripadvisor

B2B Restaurant Trainer (Temporary - 9 months) | TheFork

You should have a bachelor's degree, 5+ years in product management, strong data fluency, excellent communication skills, and familiarity with SQL, Python, and data tools.

You will drive product vision and strategy for data tools, manage feature execution, define success metrics, lead cross-functional projects, and prioritize stakeholder requests to enhance data use.

Data

Product

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. Senior Product Manager - Data Platform Data isn’t just a number at Viator, it’s a product that serves as a key input to nearly every decision we make. We are seeking a Senior Product Manager to serve as an advocate for our data; someone to help the Data Platform Team optimize the reach and impact of data, analytics, and reporting at Viator. The Data Platform Team develops the platform, infrastructure, and tools that make up Viator’s data ecosystem. Sitting within this team, the ideal Senior Product Manager candidate is experienced with supporting multiple products and various stakeholders, both technical and non-technical - someone with a strong understanding of the business and the ability to weigh business needs against technical requirements . This role will be partnering closely with our engineering, data science, analytics, product, and business teams to ensure we’re building the right data systems, infrastructure, and tooling. Responsibilities 
<ul>
 <li>Drive product vision, strategy, roadmap planning, and execution for</li>
</ul> data platform tools, data governance, and data infrastructure. 
<ul>
 <li>Own planning and end-to-end execution of features and programs for</li>
</ul> the data platform. 
<ul>
 <li>Build investment cases for your product in collaboration with product</li>
</ul> leadership 
<ul>
 <li>Define success metrics and KPIs, and monitor ongoing product</li>
</ul> performance, taking action where necessary to improve performance 
<ul>
 <li>Lead large, cross-functional efforts with data science, analytics, and</li>
</ul> other teams to further the impact of the data platform. 
<ul>
 <li>Drive projects that enable all Viator employees to make data-driven</li>
</ul> decisions and advance our data-focused culture. 
<ul>
 <li>Partner with Data Engineering &amp; Analytics Engineering to provide</li>
</ul> product management support on company-level product and tooling priorities. 
<ul>
 <li>Facilitate requests from a variety of stakeholders and objectively</li>
</ul> prioritize work across interests and business needs. Key Requirements 
<ul>
 <li>Bachelor’s degree or higher</li>
 <li>Background in product management, technical product management,</li>
</ul> technical program management, management consulting, product development, or relevant experience. 
<ul>
 <li>5+ years product management experience, with proven experience</li>
</ul> driving forward-thinking vision and product roadmap for data platform products operating at significant scale. 
<ul>
 <li>Deep fluency in data, with experience ranging across data modeling,</li>
</ul> data warehousing, business intelligence (BI) and analytics engineering a plus. 
<ul>
 <li>Exceptional communication skills, written and verbal, especially with</li>
</ul> engineering, other product managers, business stakeholders, and data scientists. 
<ul>
 <li>Skilled at prioritizing conflicting demands, synthesizing requirements</li>
</ul> from a diverse group of end-users, and setting expectations to a broad group of internal clients. 
<ul>
 <li>Familiarity with technologies such as SQL, Python, BigQuery, Airflow,</li>
</ul> spark, and dbt a plus. 
<ul>
 <li>Comfort making decisions in an atmosphere of high ambiguity</li>
 <li>A strong sense of ownership and bias for action.</li>
</ul> Does the idea of transforming Viator’s data and analytics capabilities using the latest tech appeal to you? If so, then we’d love to hear from you! Perks of Working at Viator 
<ul>
 <li>Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.</li>
 <li>“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.</li>
 <li>Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.</li>
 <li>Donation matching. Give back? Give more! We match qualifying charitable donations annually.</li>
 <li>Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.</li>
 <li>Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.</li>
 <li>Travel perks. We believe that travel is employee development, so we provide discounts and more.</li>
 <li>Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.</li>
 <li>Health benefits. We offer great coverage and competitive premiums.</li>
</ul> Our Values 
<ul>
 <li>We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.</li>
 <li>We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”</li>
 <li>We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.</li>
 <li>We serve our customers, always. We listen, question, respond, and strive for wow moments.</li>
 <li>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.</li>
 <li>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.</li>
</ul> 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 AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message. \#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.  Senior Product Manager - Data Platform  Data isn’t just a number at Viator, it’s a product that serves as a key input to nearly every decision we make. We are seeking a Senior Product Manager to serve as an advocate for our data; someone to help the Data Platform Team optimize the reach and impact of data, analytics, and reporting at Viator. The Data Platform Team develops the platform, infrastructure, and tools that make up Viator’s data ecosystem. Sitting within this team, the ideal Senior Product Manager candidate is experienced with supporting multiple products and various stakeholders, both technical and non-technical - someone with a strong understanding of the business and the ability to weigh business needs against technical requirements . This role will be partnering closely with our engineering, data science, analytics, product, and business teams to ensure we’re building the right data systems, infrastructure, and tooling.  Responsibilities 

 Drive product vision, strategy, roadmap planning, and execution for
 data platform tools, data governance, and data infrastructure. 

 Own planning and end-to-end execution of features and programs for
 the data platform. 

 Build investment cases for your product in collaboration with product
 leadership 

 Define success metrics and KPIs, and monitor ongoing product
 performance, taking action where necessary to improve performance 

 Lead large, cross-functional efforts with data science, analytics, and
 other teams to further the impact of the data platform. 

 Drive projects that enable all Viator employees to make data-driven
 decisions and advance our data-focused culture. 

 Partner with Data Engineering & Analytics Engineering to provide
 product management support on company-level product and tooling priorities. 

 Facilitate requests from a variety of stakeholders and objectively
 prioritize work across interests and business needs.  Key Requirements 

 Bachelor’s degree or higher
 Background in product management, technical product management,
 technical program management, management consulting, product development, or relevant experience. 

 5+ years product management experience, with proven experience
 driving forward-thinking vision and product roadmap for data platform products operating at significant scale. 

 Deep fluency in data, with experience ranging across data modeling,
 data warehousing, business intelligence (BI) and analytics engineering a plus. 

 Exceptional communication skills, written and verbal, especially with
 engineering, other product managers, business stakeholders, and data scientists. 

 Skilled at prioritizing conflicting demands, synthesizing requirements
 from a diverse group of end-users, and setting expectations to a broad group of internal clients. 

 Familiarity with technologies such as SQL, Python, BigQuery, Airflow,
 spark, and dbt a plus. 

 Comfort making decisions in an atmosphere of high ambiguity
 A strong sense of ownership and bias for action.
 Does the idea of transforming Viator’s data and analytics capabilities using the latest tech appeal to you? If so, then we’d love to hear from you!  Perks of Working at Viator 

 Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
 “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 AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.  \#Viator

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