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Product Manager
Customer Operations
Posted on 6/29/2022
Needham, MA, USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • Continuously focus on customer journey mapping to identify customer pain points and friction
  • Identify opportunities to build products and solutions to improve customer self-service by leveraging customer support demand drivers
  • Deliver product specifications on behalf of customer support for product & engineering to build solutions
  • Develop requirements and specifications that are informed by the customer support strategy, customer feedback, latest technology, and analytics
  • Live in the data: analyse, research, and gather support for requirements and product decisions. Drive clarity across the organization, and ensure project visibility to stakeholder
  • Understand and influence the product strategy of customer support; actively contribute to OKR planning; build and own your roadmap
  • Develop, manage, prioritise, and communicate Customer Support's product pipeline
  • Collaborate with various stakeholders to effectively manage and maintain Tripadvisor Help Centre
  • Previous experience at a Product Manager level managing a Product Pipeline
  • At least 5 years of experience in product and/or project management in an e-commerce environment
  • A proven track record in product planning as well as defining and launching successful products
  • Good understanding of AI/Machine learning technologies & solutions in the customer service space
  • Willing to work in a global environment with teams and stakeholders spread across multiple geographies
  • Experience with relevant applications including:
  • Web-based content management Systems
  • Exposure to multi-channel operations i.e. voice support, email, chat, chat-bot etc
  • CRM/Customer Support Tools specifically Salesforce
  • Data Warehouse(s) (Google BigQuery, Snowflake, Microsoft SQLServer)
  • Consistent track record of executing cross-functional initiatives
  • Strong problem solving, analytic, and decision-making skills. Able to ask the right questions, interpret data and trends, diagnose problems, and formulate effective action plans to resolve issues
  • Excellent communication and interpersonal skills with various audiences across different seniority levels and a spectrum of functions

1,001-5,000 employees

Travel guidance platform
Company Overview
Liberty TripAdvisor Holdings' principal assets consist of its subsidiaries TripAdvisor and BuySeasons.