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 strong MS Office skills, especially Excel, analytical thinking, resource management experience, knowledge of WFM tools, and adaptability to changing volumes.

You will monitor queues, manage staffing, analyze performance data, resolve telephony issues, adjust resources, conduct root-cause analysis, and report on service level objectives daily.

Customer Relations

Data

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. The Junior Real Time Analyst is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. The Junior Real Time Analyst is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of WFM Scheduling Software (IEX) and the telephony system. ESSENTIAL DUTIES AND RESPONSIBILITIES: Responsibilities: * Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues. * Work with Operations, and Remote Centers to manage and resolve downtime and telephony issues. * Make adjustment to call, email and chat allocations driven by the real-time trends and backlog management. * Conduct real-time monitoring of agents through the InContact real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. * During low call volume allocate resources to alternative tasks. * Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD. * Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts. Job Requirements * Excellent MS office application knowledge including Excel & Access * Load balancing and blending of call center resource across product lines and call centers * Analytical and logical thinker with the ability to apply creative solutions to resource constraints * Demonstrable commercial focus and business acumen in recommendations and decision making * Use of WFM tools preferred EXPERIENCE And/or EDUCATION Experience & Qualifications required: * Basic to Intermediate level of excel experience * Basic understanding of analytics * Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns Key skills: * Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. * Monitors site to ensure optimal staffing levels. * Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. * Administers volume contingency action plans as deemed necessary and appropriate. * Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. * Facilitates real-time discussions with necessary stakeholders. * Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. * Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests. * Ensures that all reports originating from the department are accurate and reliable. * Helps with the integration and implementation of new call center technologies. * Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Physical Demands * The ability to work within a close environment. * Constantly sitting for long periods of time * Frequent attention to/observing details, making decisions and following directions. Frequently reading, writing and working rapidly; concentrating amid distractions. Other Duties Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or to require that different tasks be performed as necessary. Tripadvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. At Tripadvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions. 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.         The Junior Real Time Analyst is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. The Junior Real Time Analyst is responsible for the real-time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of WFM Scheduling Software (IEX) and the telephony system.ESSENTIAL DUTIES AND RESPONSIBILITIES:Responsibilities: * Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues. * Work with Operations, and Remote Centers to manage and resolve downtime and telephony issues. * Make adjustment to call, email and chat allocations driven by the real-time trends and backlog management. * Conduct real-time monitoring of agents through the InContact real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues. * During low call volume allocate resources to alternative tasks. * Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, and MTD. * Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.         Job Requirements * Excellent MS office application knowledge including Excel & Access * Load balancing and blending of call center resource across product lines and call centers * Analytical and logical thinker with the ability to apply creative solutions to resource constraints * Demonstrable commercial focus and business acumen in recommendations and decision making * Use of WFM tools preferred         EXPERIENCE And/or EDUCATIONExperience & Qualifications required: * Basic to Intermediate level of excel experience * Basic understanding of analytics * Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns         Key skills: * Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. * Monitors site to ensure optimal staffing levels. * Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. * Administers volume contingency action plans as deemed necessary and appropriate. * Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. * Facilitates real-time discussions with necessary stakeholders. * Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. * Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests. * Ensures that all reports originating from the department are accurate and reliable. * Helps with the integration and implementation of new call center technologies. * Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.         Physical Demands * The ability to work within a close environment. * Constantly sitting for long periods of time * Frequent attention to/observing details, making decisions and following directions.         Frequently reading, writing and working rapidly; concentrating amid distractions.Other DutiesNote this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Management reserves the right to revise the job or to require that different tasks be performed as necessary.Tripadvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. At Tripadvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.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

Junior Real Time Analyst (Oxford) - Tripadvisor

Germany

United Kingdom

United Arab Emirates

Canada

United States

Portugal

Netherlands

Ireland

Philippines

Italy

Spain

India

France

South Africa

Australia

Switzerland

Junior Real Time Analyst (Oxford)

You have 3+ years as a Marketing Director in SaaS, strong leadership, data-driven decision-making, digital marketing expertise, project management skills, and thrive in fast-paced, ambiguous environments.

You will lead marketing strategies, manage a team, execute campaigns, analyze trends, create content, and represent the brand at events while collaborating across departments and managing the budget.

Marketing

Business, Operations & Strategy

London

About Bókun Bókun, a proud member of the Tripadvisor Inc. family, is looking for an experienced Marketing Director to join our dynamic team. We are the fastest-growing reservation system for the tours and activities industry. We operate with the agility of a startup while being supported by the stability of a publicly traded company in Tripadvisor. Position Overview We seek a strategic and dynamic Director of Marketing to lead our marketing efforts at Bókun. This pivotal role involves crafting and executing marketing strategies that enhance brand awareness, drive customer acquisition, and boost revenue growth. You will lead a talented marketing team and collaborate closely with cross-functional departments to establish our SaaS platform as a market leader. Responsibilities * Develop and implement comprehensive marketing strategies, including branding, positioning, messaging, and go-to-market plans. * Collaborate with Sales, Product, and other Leadership team members to align marketing initiatives with business objectives and growth targets. * Lead, manage, and mentor a high-performing marketing team, providing leadership, guidance, and opportunities for professional development. * Design and execute demand generation campaigns to drive customer acquisition, engagement, and retention. * Build networks within the wider Viator and Tripadvisor businesses to gain traction and support * Oversee multi-channel marketing campaigns, including digital marketing, content marketing, events, webinars, and more. * Bring offline customers online * Analyse market trends, competitive landscape, and customer insights to refine and adjust marketing strategies. * Develop compelling marketing content, collateral, and presentations. * Drive thought leadership initiatives, including whitepapers, industry reports, and relevant speaking engagements. * Manage the marketing budget, allocating resources effectively to maximise ROI. * Collaborate with external agencies, partners, and vendors to enhance marketing efforts and expand reach. * Represent Bókun at industry events and be a brand spokesperson. * Monitor and report on key marketing performance metrics and KPIs. * Stay abreast of industry trends, emerging technologies, and best practices to ensure a competitive edge. * Be willing to travel for industry events, company and customer meetings (at least 20% of the time) Qualifications And Experience * Over 3 years of experience in a Marketing Director role within the SaaS industry. * Proven success in driving effective marketing strategies and campaigns in a technology/SaaS environment. * Strong leadership skills with a track record of managing and mentoring marketing teams. You have 5+ years of people management experience, know how to create a trusting environment by providing ongoing constructive, actionable feedback for your team, and foster an open climate for communication. * Deep understanding of SaaS business models, target markets, and customer personas. * Strategic thinker with the ability to translate vision into actionable marketing plans. * Excellent project management skills to handle multiple initiatives and stakeholders. * You have a data-driven mindset, can analyse marketing metrics, and make data-backed decisions. You let data win arguments and are comfortable pulling your data across multiple platforms. * Experience in a “Scale up” business * Proficiency in digital marketing, demand generation, and marketing automation platforms. * You have exceptional communication and presentation skills. You’re equally comfortable operating at 10,000 feet and 1 foot, not hesitating to get in the weeds and operate at the lowest level of detail, but just as comfortable thinking long-term and inspiring a team. * You have strong organisational skills and attention to detail. You roll up your sleeves and do whatever it takes to make things successful. * Up-to-date knowledge of SaaS and technology industry trends. * Unafraid of ambiguity, you thrive in rapid change and learning in ambiguous startup environments. * You are accountable for leading the outcome and positively shaping our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment. Summary If you are a seasoned and visionary marketing leader passionate about driving SaaS growth, we invite you to apply for the Director of Marketing position at Bókun. Join us in leading our marketing efforts, enhancing our brand's presence, and contributing to our continued success in the SaaS industry. 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.

About BókunBókun, a proud member of the Tripadvisor Inc. family, is looking for an experienced Marketing Director to join our dynamic team.We are the fastest-growing reservation system for the tours and activities industry. We operate with the agility of a startup while being supported by the stability of a publicly traded company in Tripadvisor.Position OverviewWe seek a strategic and dynamic Director of Marketing to lead our marketing efforts at Bókun. This pivotal role involves crafting and executing marketing strategies that enhance brand awareness, drive customer acquisition, and boost revenue growth. You will lead a talented marketing team and collaborate closely with cross-functional departments to establish our SaaS platform as a market leader.Responsibilities * Develop and implement comprehensive marketing strategies, including branding, positioning, messaging, and go-to-market plans. * Collaborate with Sales, Product, and other Leadership team members to align marketing initiatives with business objectives and growth targets. * Lead, manage, and mentor a high-performing marketing team, providing leadership, guidance, and opportunities for professional development. * Design and execute demand generation campaigns to drive customer acquisition, engagement, and retention. * Build networks within the wider Viator and Tripadvisor businesses to gain traction and support * Oversee multi-channel marketing campaigns, including digital marketing, content marketing, events, webinars, and more. * Bring offline customers online * Analyse market trends, competitive landscape, and customer insights to refine and adjust marketing strategies. * Develop compelling marketing content, collateral, and presentations. * Drive thought leadership initiatives, including whitepapers, industry reports, and relevant speaking engagements. * Manage the marketing budget, allocating resources effectively to maximise ROI. * Collaborate with external agencies, partners, and vendors to enhance marketing efforts and expand reach. * Represent Bókun at industry events and be a brand spokesperson. * Monitor and report on key marketing performance metrics and KPIs. * Stay abreast of industry trends, emerging technologies, and best practices to ensure a competitive edge. * Be willing to travel for industry events, company and customer meetings (at least 20% of the time)      Qualifications And Experience * Over 3 years of experience in a Marketing Director role within the SaaS industry. * Proven success in driving effective marketing strategies and campaigns in a technology/SaaS environment. * Strong leadership skills with a track record of managing and mentoring marketing teams. You have 5+ years of people management experience, know how to create a trusting environment by providing ongoing constructive, actionable feedback for your team, and foster an open climate for communication. * Deep understanding of SaaS business models, target markets, and customer personas. * Strategic thinker with the ability to translate vision into actionable marketing plans. * Excellent project management skills to handle multiple initiatives and stakeholders. * You have a data-driven mindset, can analyse marketing metrics, and make data-backed decisions. You let data win arguments and are comfortable pulling your data across multiple platforms. * Experience in a “Scale up” business * Proficiency in digital marketing, demand generation, and marketing automation platforms. * You have exceptional communication and presentation skills. You’re equally comfortable operating at 10,000 feet and 1 foot, not hesitating to get in the weeds and operate at the lowest level of detail, but just as comfortable thinking long-term and inspiring a team. * You have strong organisational skills and attention to detail. You roll up your sleeves and do whatever it takes to make things successful. * Up-to-date knowledge of SaaS and technology industry trends. * Unafraid of ambiguity, you thrive in rapid change and learning in ambiguous startup environments. * You are accountable for leading the outcome and positively shaping our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment.      SummaryIf you are a seasoned and visionary marketing leader passionate about driving SaaS growth, we invite you to apply for the Director of Marketing position at Bókun. Join us in leading our marketing efforts, enhancing our brand's presence, and contributing to our continued success in the SaaS industry.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.

Director of Marketing - Tripadvisor

London, England, United Kingdom

&lt;strong&gt;About Bókun&lt;br&gt;&lt;br&gt;&lt;/strong&gt;Bókun, a proud member of the Tripadvisor Inc. family, is looking for an experienced Marketing Director to join our dynamic team.&lt;br&gt;&lt;br&gt;We are the fastest-growing reservation system for the tours and activities industry. We operate with the agility of a startup while being supported by the stability of a publicly traded company in Tripadvisor.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Position Overview&lt;br&gt;&lt;br&gt;&lt;/strong&gt;We seek a strategic and dynamic Director of Marketing to lead our marketing efforts at Bókun. This pivotal role involves crafting and executing marketing strategies that enhance brand awareness, drive customer acquisition, and boost revenue growth. You will lead a talented marketing team and collaborate closely with cross-functional departments to establish our SaaS platform as a market leader.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Responsibilities&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Develop and implement comprehensive marketing strategies, including branding, positioning, messaging, and go-to-market plans. &lt;/li&gt;&lt;li&gt;Collaborate with Sales, Product, and other Leadership team members to align marketing initiatives with business objectives and growth targets. &lt;/li&gt;&lt;li&gt;Lead, manage, and mentor a high-performing marketing team, providing leadership, guidance, and opportunities for professional development. &lt;/li&gt;&lt;li&gt;Design and execute demand generation campaigns to drive customer acquisition, engagement, and retention. &lt;/li&gt;&lt;li&gt;Build networks within the wider Viator and Tripadvisor businesses to gain traction and support &lt;/li&gt;&lt;li&gt;Oversee multi-channel marketing campaigns, including digital marketing, content marketing, events, webinars, and more. &lt;/li&gt;&lt;li&gt;Bring offline customers online &lt;/li&gt;&lt;li&gt;Analyse market trends, competitive landscape, and customer insights to refine and adjust marketing strategies. &lt;/li&gt;&lt;li&gt;Develop compelling marketing content, collateral, and presentations. &lt;/li&gt;&lt;li&gt;Drive thought leadership initiatives, including whitepapers, industry reports, and relevant speaking engagements. &lt;/li&gt;&lt;li&gt;Manage the marketing budget, allocating resources effectively to maximise ROI. &lt;/li&gt;&lt;li&gt;Collaborate with external agencies, partners, and vendors to enhance marketing efforts and expand reach. &lt;/li&gt;&lt;li&gt;Represent Bókun at industry events and be a brand spokesperson. &lt;/li&gt;&lt;li&gt;Monitor and report on key marketing performance metrics and KPIs. &lt;/li&gt;&lt;li&gt;Stay abreast of industry trends, emerging technologies, and best practices to ensure a competitive edge. &lt;/li&gt;&lt;li&gt;Be willing to travel for industry events, company and customer meetings (at least 20% of the time) &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Qualifications And Experience&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Over 3 years of experience in a Marketing Director role within the SaaS industry. &lt;/li&gt;&lt;li&gt;Proven success in driving effective marketing strategies and campaigns in a technology/SaaS environment. &lt;/li&gt;&lt;li&gt;Strong leadership skills with a track record of managing and mentoring marketing teams. You have 5+ years of people management experience, know how to create a trusting environment by providing ongoing constructive, actionable feedback for your team, and foster an open climate for communication. &lt;/li&gt;&lt;li&gt;Deep understanding of SaaS business models, target markets, and customer personas. &lt;/li&gt;&lt;li&gt;Strategic thinker with the ability to translate vision into actionable marketing plans. &lt;/li&gt;&lt;li&gt;Excellent project management skills to handle multiple initiatives and stakeholders. &lt;/li&gt;&lt;li&gt;You have a data-driven mindset, can analyse marketing metrics, and make data-backed decisions. You let data win arguments and are comfortable pulling your data across multiple platforms. &lt;/li&gt;&lt;li&gt;Experience in a “Scale up” business &lt;/li&gt;&lt;li&gt;Proficiency in digital marketing, demand generation, and marketing automation platforms. &lt;/li&gt;&lt;li&gt;You have exceptional communication and presentation skills. You’re equally comfortable operating at 10,000 feet and 1 foot, not hesitating to get in the weeds and operate at the lowest level of detail, but just as comfortable thinking long-term and inspiring a team. &lt;/li&gt;&lt;li&gt;You have strong organisational skills and attention to detail. You roll up your sleeves and do whatever it takes to make things successful. &lt;/li&gt;&lt;li&gt;Up-to-date knowledge of SaaS and technology industry trends. &lt;/li&gt;&lt;li&gt;Unafraid of ambiguity, you thrive in rapid change and learning in ambiguous startup environments. &lt;/li&gt;&lt;li&gt;You are accountable for leading the outcome and positively shaping our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment. &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Summary&lt;br&gt;&lt;br&gt;&lt;/strong&gt;If you are a seasoned and visionary marketing leader passionate about driving SaaS growth, we invite you to apply for the Director of Marketing position at Bókun. Join us in leading our marketing efforts, enhancing our brand's presence, and contributing to our continued success in the SaaS industry.&lt;br&gt;&lt;br&gt;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.&lt;br&gt;&lt;br&gt;

Director of Marketing

You need a BA/BS in a relevant field, 2+ years in user research, familiarity with qualitative/quantitative methods, strong data analysis skills, and effective communication abilities.

You will conduct user research, analyze data, collaborate with stakeholders, and present insights to influence feature direction while fostering team engagement and support.

Research & Development

Product

Boston

UX Researcher | Tripadvisor About Tripadvisor At Tripadvisor, we believe that travel has the power to connect people, expand horizons, and create meaningful experiences. As a part of the Research Team, you will help shape the future of travel by contributing to user-centered design and product improvements that impact millions of travelers worldwide. We value diversity and welcome unique perspectives to revolutionize the way people plan and experience their journeys. Role Overview As a UX Researcher at Tripadvisor, you will play a pivotal role in conducting foundational research within targeted feature areas. Your insights will directly influence product direction, focusing on user journeys and customer touchpoints, as well as specific pages and modules. In this role, you will evaluate both new and existing user journeys, analyzing a series of customer interactions (onsite and offsite) to help users navigate their experience seamlessly. You will iterate on UI modules, page layouts, marketing messages, calls to action, and other components, aiming to enhance clarity and comprehension for our users. Collaboration is key; you will work alongside cross-functional teams—including product managers, designers, engineers, and marketers—to ensure the user's voice is integral to the development process, from ideation to execution. Your responsibilities will include developing research briefs, conducting qualitative and quantitative studies, and organizing data to extract actionable insights. This is a dynamic and collaborative position that requires a passion for advocating for users and a curiosity about how data informs design. If you are eager to uncover user needs and translate them into effective product strategies, we invite you to apply. Job Location: U.S. Virtual This role is a remote position in the United States. Occasional travel to company offices as necessary. Key Responsibilities * Foundational Research & Insight Development: * Assist with research efforts focused on feature areas to ensure alignment with user needs. * Translate user pain points into compelling narratives and present them to the team to influence feature direction. * Planning & Execution: * Develop clear and concise research briefs aligned with project goals. * Select appropriate methodologies (e.g., usability testing, interviews, surveys) to answer key research questions. * Prepare research materials independently and collaborate with team members to finalize plans. * Execute research using the right tools and ensure smooth project management. * Data Handling & Analysis: * Organize qualitative and quantitative data with precision and attention to detail. * Structure data to directly answer research questions and begin to merge insights from different sources. * Stakeholder Collaboration: * Identify and engage stakeholders early, gathering input on research approaches. * Balance feedback from team members with manager guidance, ensuring research findings are accurate and well-interpreted. * Present insights clearly and concisely in meetings, tailoring messages for different audiences. * Communication & Team Engagement: * Create presentation materials that convey key messages with effective information hierarchy. * Actively participate in discussions, brainstorming sessions, and cross-team initiatives. * Maintain a positive team atmosphere and offer support to colleagues as needed. Qualifications & Requirements * BA/BS degree in Psychology, Human-Computer Interaction (HCI), Behavioral Sciences, or a related field. * 2+ years of experience conducting user research or in a related role. * Familiarity with both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing). * Attention to detail when analyzing data. * Proficiency in organizing and analyzing research data. * Effective verbal and written communication skills, with the ability to tailor messages to different audiences. * Proactive and collaborative mindset; eager to engage in cross-functional teamwork. Preferred Skills * Experience using online testing tools/platforms (e.g., UserTesting, Qualtrics). * Passion for travel and eagerness to contribute to innovative product designs. What We Offer * A collaborative and inclusive work environment. * Opportunities to impact millions of travelers worldwide. * A culture of continuous learning, with opportunities for professional development and growth. The salary range for this role is $120,000 to $132,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range. An employee’s pay position within the wage range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, sales or revenue-based metrics, and business or organizational needs. This compensation range may also be modified in the future. 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.

UX Researcher | TripadvisorAbout TripadvisorAt Tripadvisor, we believe that travel has the power to connect people, expand horizons, and create meaningful experiences. As a part of the Research Team, you will help shape the future of travel by contributing to user-centered design and product improvements that impact millions of travelers worldwide. We value diversity and welcome unique perspectives to revolutionize the way people plan and experience their journeys.Role OverviewAs a UX Researcher at Tripadvisor, you will play a pivotal role in conducting foundational research within targeted feature areas. Your insights will directly influence product direction, focusing on user journeys and customer touchpoints, as well as specific pages and modules.In this role, you will evaluate both new and existing user journeys, analyzing a series of customer interactions (onsite and offsite) to help users navigate their experience seamlessly. You will iterate on UI modules, page layouts, marketing messages, calls to action, and other components, aiming to enhance clarity and comprehension for our users.Collaboration is key; you will work alongside cross-functional teams—including product managers, designers, engineers, and marketers—to ensure the user's voice is integral to the development process, from ideation to execution.Your responsibilities will include developing research briefs, conducting qualitative and quantitative studies, and organizing data to extract actionable insights. This is a dynamic and collaborative position that requires a passion for advocating for users and a curiosity about how data informs design. If you are eager to uncover user needs and translate them into effective product strategies, we invite you to apply.Job Location: U.S. VirtualThis role is a remote position in the United States. Occasional travel to company offices as necessary.Key Responsibilities * Foundational Research & Insight Development:    * Assist with research efforts focused on feature areas to ensure alignment with user needs.    * Translate user pain points into compelling narratives and present them to the team to influence feature direction. * Planning & Execution:    * Develop clear and concise research briefs aligned with project goals.    * Select appropriate methodologies (e.g., usability testing, interviews, surveys) to answer key research questions.    * Prepare research materials independently and collaborate with team members to finalize plans.    * Execute research using the right tools and ensure smooth project management. * Data Handling & Analysis:    * Organize qualitative and quantitative data with precision and attention to detail.    * Structure data to directly answer research questions and begin to merge insights from different sources. * Stakeholder Collaboration:    * Identify and engage stakeholders early, gathering input on research approaches.    * Balance feedback from team members with manager guidance, ensuring research findings are accurate and well-interpreted.    * Present insights clearly and concisely in meetings, tailoring messages for different audiences. * Communication & Team Engagement:    * Create presentation materials that convey key messages with effective information hierarchy.    * Actively participate in discussions, brainstorming sessions, and cross-team initiatives.    * Maintain a positive team atmosphere and offer support to colleagues as needed.      Qualifications & Requirements * BA/BS degree in Psychology, Human-Computer Interaction (HCI), Behavioral Sciences, or a related field. * 2+ years of experience conducting user research or in a related role. * Familiarity with both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing). * Attention to detail when analyzing data. * Proficiency in organizing and analyzing research data. * Effective verbal and written communication skills, with the ability to tailor messages to different audiences. * Proactive and collaborative mindset; eager to engage in cross-functional teamwork.      Preferred Skills * Experience using online testing tools/platforms (e.g., UserTesting, Qualtrics). * Passion for travel and eagerness to contribute to innovative product designs.      What We Offer * A collaborative and inclusive work environment. * Opportunities to impact millions of travelers worldwide. * A culture of continuous learning, with opportunities for professional development and growth.      The salary range for this role is $120,000 to $132,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range. An employee’s pay position within the wage range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, sales or revenue-based metrics, and business or organizational needs. This compensation range may also be modified in the future.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.

UX Researcher - Tripadvisor

&lt;strong&gt;UX Researcher | Tripadvisor&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;strong&gt;About Tripadvisor&lt;br&gt;&lt;br&gt;&lt;/strong&gt;At Tripadvisor, we believe that travel has the power to connect people, expand horizons, and create meaningful experiences. As a part of the Research Team, you will help shape the future of travel by contributing to user-centered design and product improvements that impact millions of travelers worldwide. We value diversity and welcome unique perspectives to revolutionize the way people plan and experience their journeys.&lt;br&gt;&lt;br&gt;&lt;strong&gt;Role Overview&lt;br&gt;&lt;br&gt;&lt;/strong&gt;As a UX Researcher at Tripadvisor, you will play a pivotal role in conducting foundational research within targeted feature areas. Your insights will directly influence product direction, focusing on user journeys and customer touchpoints, as well as specific pages and modules.&lt;br&gt;&lt;br&gt;In this role, you will evaluate both new and existing user journeys, analyzing a series of customer interactions (onsite and offsite) to help users navigate their experience seamlessly. You will iterate on UI modules, page layouts, marketing messages, calls to action, and other components, aiming to enhance clarity and comprehension for our users.&lt;br&gt;&lt;br&gt;Collaboration is key; you will work alongside cross-functional teams—including product managers, designers, engineers, and marketers—to ensure the user's voice is integral to the development process, from ideation to execution.&lt;br&gt;&lt;br&gt;Your responsibilities will include developing research briefs, conducting qualitative and quantitative studies, and organizing data to extract actionable insights. This is a dynamic and collaborative position that requires a passion for advocating for users and a curiosity about how data informs design. If you are eager to uncover user needs and translate them into effective product strategies, we invite you to apply.&lt;br&gt;&lt;br&gt;&lt;em&gt;Job Location: U.S. Virtual&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;em&gt;This role is a remote position in the United States. Occasional travel to company offices as necessary.&lt;br&gt;&lt;br&gt;&lt;/em&gt;&lt;strong&gt;Key Responsibilities&lt;/strong&gt;     &lt;br&gt;&lt;br&gt;&lt;ul&gt;&lt;li&gt;Foundational Research &amp;amp; Insight Development:&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Assist with research efforts focused on feature areas to ensure alignment with user needs. &lt;/li&gt;&lt;li&gt;Translate user pain points into compelling narratives and present them to the team to influence feature direction. &lt;/li&gt;&lt;/ul&gt;&lt;li&gt;Planning &amp;amp; Execution:&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Develop clear and concise research briefs aligned with project goals. &lt;/li&gt;&lt;li&gt;Select appropriate methodologies (e.g., usability testing, interviews, surveys) to answer key research questions. &lt;/li&gt;&lt;li&gt;Prepare research materials independently and collaborate with team members to finalize plans. &lt;/li&gt;&lt;li&gt;Execute research using the right tools and ensure smooth project management. &lt;/li&gt;&lt;/ul&gt;&lt;li&gt;Data Handling &amp;amp; Analysis:&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Organize qualitative and quantitative data with precision and attention to detail. &lt;/li&gt;&lt;li&gt;Structure data to directly answer research questions and begin to merge insights from different sources. &lt;/li&gt;&lt;/ul&gt;&lt;li&gt;Stakeholder Collaboration:&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Identify and engage stakeholders early, gathering input on research approaches. &lt;/li&gt;&lt;li&gt;Balance feedback from team members with manager guidance, ensuring research findings are accurate and well-interpreted. &lt;/li&gt;&lt;li&gt;Present insights clearly and concisely in meetings, tailoring messages for different audiences. &lt;/li&gt;&lt;/ul&gt;&lt;li&gt;Communication &amp;amp; Team Engagement:&lt;/li&gt;&lt;ul&gt;&lt;li&gt;Create presentation materials that convey key messages with effective information hierarchy. &lt;/li&gt;&lt;li&gt;Actively participate in discussions, brainstorming sessions, and cross-team initiatives. &lt;/li&gt;&lt;li&gt;Maintain a positive team atmosphere and offer support to colleagues as needed. &lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;/ul&gt;&lt;strong&gt;Qualifications &amp;amp; Requirements&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;BA/BS degree in Psychology, Human-Computer Interaction (HCI), Behavioral Sciences, or a related field. &lt;/li&gt;&lt;li&gt;2+ years of experience conducting user research or in a related role. &lt;/li&gt;&lt;li&gt;Familiarity with both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing). &lt;/li&gt;&lt;li&gt;Attention to detail when analyzing data. &lt;/li&gt;&lt;li&gt;Proficiency in organizing and analyzing research data. &lt;/li&gt;&lt;li&gt;Effective verbal and written communication skills, with the ability to tailor messages to different audiences. &lt;/li&gt;&lt;li&gt;Proactive and collaborative mindset; eager to engage in cross-functional teamwork. &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;Preferred Skills&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;Experience using online testing tools/platforms (e.g., UserTesting, Qualtrics). &lt;/li&gt;&lt;li&gt;Passion for travel and eagerness to contribute to innovative product designs. &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;&lt;strong&gt;What We Offer&lt;br&gt;&lt;br&gt;&lt;/strong&gt;&lt;ul&gt;&lt;li&gt;A collaborative and inclusive work environment. &lt;/li&gt;&lt;li&gt;Opportunities to impact millions of travelers worldwide. &lt;/li&gt;&lt;li&gt;A culture of continuous learning, with opportunities for professional development and growth. &lt;br&gt;&lt;br&gt;&lt;/li&gt;&lt;/ul&gt;The salary range for this role is $120,000 to $132,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range. An employee’s pay position within the wage range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, sales or revenue-based metrics, and business or organizational needs. This compensation range may also be modified in the future.&lt;br&gt;&lt;br&gt;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.&lt;br&gt;&lt;br&gt;

UX Researcher

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.

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.
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