The ultimate platform for travel reviews and planning
TripAdvisor, headquartered in Needham, MA, is a leading platform for travel planning, boasting over 490 million active users who rely on its extensive database of traveler reviews and opinions. The company employs over 1,000 people and utilizes advanced fraud modeling techniques to ensure the integr...
TripAdvisor offers personal travel discounts, flexible work arrangements including Summer Flexible Time Off, and a subsidized Care@work membership for...
TripAdvisor's culture is centered around data integrity and user trust, utilizing advanced technology and a dedicated team of analysts to combat fake ...
TripAdvisor • London, UK
TripAdvisor is seeking a Process Automation Lead to design and implement a seamless customer support experience. You'll leverage data analytics and process optimization techniques to enhance service solutions. This role requires strong experience in process mapping and automation.
You have a strong background in process optimization and customer support, with a focus on leveraging data analytics to identify and address process gaps. Your experience includes leading initiatives that enhance customer experiences through automation and human assistance. You are well-versed in Six Sigma methodologies, enabling you to conduct discovery mapping sessions that pinpoint pain points and streamline resolutions. You possess the ability to translate complex AI opportunities into actionable service solutions, ensuring a frictionless customer journey. Your leadership skills allow you to drive teams towards achieving a 10 out of 10 customer experience, fostering a culture of continuous improvement.
In this role, you will be responsible for designing and implementing processes that enhance the customer support journey from self-service to human assistance. You will analyze customer insights and data to identify areas for improvement, ensuring that service solutions are efficient and effective. You will lead process mapping sessions using Six Sigma methodologies to uncover high-friction points and develop strategies to resolve them. Your focus will be on creating a close-loop resolution system that addresses root-cause blockers in both product and process. You will collaborate with cross-functional teams to ensure that the automation initiatives align with overall business goals and customer satisfaction metrics. Your role will also involve mentoring team members and fostering a culture of innovation and excellence in service delivery.
At TripAdvisor, we believe in the power of travel to create lasting memories. As a part of the Viator team, you will have the opportunity to work in a dynamic environment that values creativity and collaboration. We offer a hybrid work model, allowing you to balance your professional and personal life effectively. You will be part of a mission-driven company that is committed to providing exceptional travel experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.
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