Product and Process Coordinator Las Vegas (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.

 

Job Description: Product and Process Coordinator

This position will assist in the improvement of processes that effect both internal and external facing stakeholders. Additionally, this role will assist the Senior Manager, product and process in working with various product teams to represent the Customer operations teams.  The duties will include reviewing reports, analyzing, and assisting in the role out of changes and providing feedback to all business stakeholders. 

 Responsibilities:

• Assist in the development and management of the project & product pipeline from a customer support perspective.
• Analyze and review various reports.
  • This includes ad hoc deep dives to understand driving forces of fluctuating metrics.
• Stay updated on all processes / practices to ensure efficiency and tech requirements.
• Make recommendations for new / updated product or process needs.
• Attend stakeholder and KPI /OKR meetings.
• Review internal agent and external customer journeys.
• Compile and deliver presentations on findings.
• Collaborate with Voice of customer teams and others to gather data.
• Collaborate and liaise with Operations, TQ, Marketing, Partners, VSS and product teams as needed.
• Create and review process flow charts as needed.
• Complete Projects as assigned.
• Liaise with the various business product teams to develop product specs and solutions.
• Attend product meetings and milestones to ensure the CS initiatives are met
• Provide metrics to various teams to champion areas of improvements for both agents and customers.
• Work with the Viator CS Management Team to develop business cases for key projects.
• Work with vendors and internal sites to determine front line agent’s requirements.
• Support all business rollouts by liaising with the training, quality and operational teams.
• Act as point of contact between CS and the various business units for all process & product developments.

Required Skills:

• Highly organized
• Excellent communication skills – written and verbal
• Effective problem solver; exhibiting good decision making skills
• Effective presentation skills
• Displays efficiency with MS office suite / Google suite.
• Dedication to upholding company standards.
• Strong writing and record keeping ability for reports and training manuals.
• Ability to plan, multi-task and manage time effectively.
• Ability to coordinate with other departments to complete shared projects.
• Excellent interpersonal skills: ability to effectively communicate with others.
• Possesses a team mentality.
• Ability to assess training / customer needs and make training /content
• Must exhibit dependability / reliability.    
• Must be flexible in shift in accordance with team / contact center needs.

 

• 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.

• 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.