Process Automation Lead | Viator
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing and aims to be the worlds most trusted source for travel and experiences. We leverage our brands technology and capabilities to connect our global audience with partners through rich content travel guidance and two-sided marketplaces for experiences accommodations restaurants and other travel categories. The subsidiaries of Tripadvisor Inc. (Nasdaq: TRIP) include a portfolio of travel brands and businesses including Tripadvisor Viator and TheFork.
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:
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.
Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.
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
Workflow Automation: re-engineer workflows to simplify and automate routine tasks improving speed and resolution accuracy.
Human-Assist Tooling: Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.
Operational Cost: Identify high impact opportunities that reduce Human-Assist that enhance the service resolution for a customer ensuring reducing friction / barriers.
Project-Management: Oversee end-to-end implementation ensuring solutions are scalable measurable and aligned with the service-solution strategy.
Minimum Qualifications & Experience:
Automation & Process subject matter expert with 5 years experience in customer contact-centre operations
Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology
Strong working knowledge and understanding of AI and automation concepts: chatbots workflow tooling and predictive analysis
Proven ability to design and execute process optimization
Comfortable working with technical teams and external vendors to translate CS business needs into delivery
Close-Loop resolution for product or process blockers causing customer friction with measured impact
Customer obsessed mindset advocating for simplicity and putting yourself in the shoes of the customer
Skills you should bring to the role:
Communication: strong influencing skills with ability to articulate issues to internal stakeholders (required)
Strategic thinker: with strong influence skills and ability to leveraging data (required)
Data Driven: Leverage data to identify improvement opportunities A/B test mindset (required)
Industry: Experience in a similar role within the Travel Industry (Preferred)
- Demonstrated ability to use AI tools to improve efficiency quality and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
Job Location: Hybrid
This role is a hybrid position that requires 2-3 days per week (here depending on ABW rules) in our London or Oxford office.
What We Offer
- 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. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team with the option to join on-site as often as youd like or as required by your team.
- 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. Were here for you with resources and programs to help you through lifes challenges.
- Health benefits. We offer great coverage and competitive premiums.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast experiment learn from failure iterate and improve the solutions of tomorrow across every aspect of our business. Our execution is agile data-driven prioritised and built to scale. We assume no problem is someone elses problem and finish what can be done today knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic humble and diverse subject matter experts working toward shared goals. We collaborate relentlessly challenge assumptions give actionable feedback and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth individually and as a team. We celebrate the quality of our effort our learnings and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process please make sure to reach out to your individual recruiter or our team at
If you have any additional questions about careers at Tripadvisor you can email us at We have all the answers!
#LI-Remote
#LI-JP
#LI-Hybrid
Key Skills
- Continuous Integration
- APIs
- Automotive software
- Test Cases
- Electrical Engineering
- Junit
- Distributed Control Systems
- Testng
- Java
- Test Automation
- Programmable Logic Controllers
- Selenium
About Company
Plan your next trip, read reviews and get travel advice from our community on where to stay and what to do. Find savings on hotels, book the perfect tour or attraction, and reserve a table at the best restaurants.
