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Customer Service Operations Manager

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Tripadvisor

6d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Oxford

AI generated summary

  • 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.

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

What is the job title for this position?

The job title is Customer Service Operations Manager.

What languages are required for this role?

The role requires proficiency in English and Spanish.

Where is this job located?

The job is located in Oxford with a hybrid work arrangement.

What are the working hours for this position?

The working hours are 37.5 per week, with the ability to work any 8-hour shift Monday to Sunday.

Is this position part of a 24/7 operation?

Yes, this role operates within a 24/7 environment, and shifts may require work on weekends and public holidays.

Who will the Customer Service Operations Manager report to?

This position reports to the Director of Customer Services.

What are the main responsibilities of this role?

The main responsibilities include recruiting, developing, and managing the customer service department, handling escalations, managing social media interactions, and customer complaint resolutions.

What type of experience is required for this position?

At least five years of experience managing a Customer Support team is required.

Are there opportunities for professional development in this role?

Yes, there is annual tuition assistance and a structured approach to team development.

What benefits does Viator offer to employees?

Benefits include competitive compensation, flexible work schedules, donation matching, travel perks, and health benefits, among others.

How does Viator approach work-life balance?

Viator emphasizes work-life balance through flexible schedules and a culture built on trust and accountability.

What kind of tools and applications should a candidate be familiar with?

Candidates should be familiar with CRM/customer support tools, web-based content management systems, social media applications, and standard office applications like Microsoft Office.

Is experience with multi-channel operations important for this position?

Yes, experience managing multi-channel operations such as voice support and email is important.

How does Viator define its company values?

Viator values leadership, curiosity, collaboration, customer service, striving for improvement, and inclusivity in the workplace.

What should candidates do if they need accommodations during the application process?

Candidates should reach out to their recruiter or email AccessibleRecruiting@Tripadvisor.com with their requests, including the job requisition number.

Tripadvisor

Technology
Industry
1001-5000
Employees
2000
Founded Year

Mission & Purpose

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.