Process Automation Lead • Lead

Who you are

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.

What you'll do

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.

What we offer

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.