Process Automation Lead (Viator)
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Job Summary
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)
- 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 youd 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. Were here for you with resources and programs to help you through lifes challenges.
- Health benefits. We offer great coverage and competitive premiums.
- We aspire to lead. Tap into your talent ambition and knowledge to bring us and you to new heights.
- Were relentlessly curious. We push beyond the usual the known the thats just how its done.
- Were 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 wont get it right the first time or every time. Well 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 and let us know the nature of your request. Please include the job requisition number in your message.
#Viator
#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
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