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- Tasks: Lead process automation to enhance customer support experiences and streamline operations.
- Company: Join Viator, a Tripadvisor company, revolutionising travel experiences worldwide.
- Benefits: Enjoy competitive pay, flexible work options, tuition assistance, and travel perks.
- Why this job: Make a real impact in the travel industry while optimising customer journeys.
- Qualifications: 5+ years in process automation with strong data-driven and communication skills.
- Other info: Be part of a diverse team that values curiosity, collaboration, and continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—making memories that will last a lifetime has never been easier.
We are seeking a forward-thinking Process Automation Lead to design, drive and implement a frictionless experience and ensure effortless, scalable support is available for all our customers to ensure a 10 out of 10 experience. This role focuses on the customer support journey from Self‑Service, through AI‑Assist and then Human‑Assist ensuring it is an effortless support journey. The role focuses on enablement design, ideal for an experienced lead with strong business process optimization experience, and ability to translate complex AI opportunities into a service‑solution.
Key Responsibilities:- Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human‑Assist, to simplify service solution and speed to resolution for our customers.
- Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.
- Close‑Loop Resolution: Identify root‑cause product or process blockers causing customer friction with measured impact, work between Product & Engineering on milestone sprint for actionable improvements.
- Workflow Automation: Re‑engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.
- Human‑Assist Tooling: Partner with internal product and engineering teams to define Human‑Assist tooling requirements and integration into our single CRM platform.
- Operational Cost: Identify high impact opportunities that reduce Human‑Assist that enhance the service resolution for a customer, ensuring reducing friction / barriers.
- Project‑Management: Oversee end‑to‑end implementation, ensuring solutions are scalable, measurable and aligned with the service‑solution strategy.
- Automation & Process subject matter expert with 5+ years experience in customer contact‑centre operations.
- Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology.
- Strong working knowledge and understanding of AI and automation concepts: chatbots, workflow tooling and predictive analysis.
- Proven ability to design and execute process optimization.
- Comfortable working with technical teams and external vendors to translate CS business needs into delivery.
- Close‑Loop resolution for product or process blockers causing customer friction with measured impact.
- Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.
- Communication: Strong influencing skills with ability to articulate issues to internal stakeholders (required).
- Strategic thinker: With strong influence skills and ability to leverage data (required).
- Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required).
- Industry: Experience in a similar role within the Travel Industry (Preferred).
- Competitive compensation packages, including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule. Work‑life balance is ingrained in our culture by design.
- Donation matching. We match qualifying charitable donations annually.
- Tuition assistance. Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself.
- Travel perks. We provide discounts and more.
- Employee assistance program. 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.
- We serve our customers, always. We listen, question, respond, and strive for wow moments.
- We strive for better, not perfect. We’ll provide a safe environment to make mistakes, iterate, improve, and grow.
- Our workplace is for everyone, as is our people powered platform.
Process Automation Lead | Viator employer: TripAdvisor LLC
Contact Detail:
TripAdvisor LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Process Automation Lead | Viator
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those at Viator. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by diving deep into Viator's values and mission. Show us how your experience aligns with our goal of creating unforgettable travel experiences. We love a candidate who gets what we're all about!
✨Tip Number 3
Practice your problem-solving skills! Since the role focuses on process optimisation, be ready to discuss how you've tackled challenges in the past. We want to see your thought process in action.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Viator.
We think you need these skills to ace Process Automation Lead | Viator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Process Automation Lead role. Highlight your experience in process optimisation and automation, and show us how your skills align with our mission at Viator.
Showcase Your Data Skills: Since we’re all about data-driven decisions, don’t forget to mention any relevant experience you have with data analytics or A/B testing. We want to see how you’ve used data to improve processes in the past!
Be Customer Obsessed: We love candidates who put themselves in the shoes of the customer. Share examples of how you've improved customer experiences in previous roles, especially through automation or process improvements.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at TripAdvisor LLC
✨Know Your Stuff
Before the interview, dive deep into Viator's mission and values. Understand their approach to customer experiences and how process automation plays a role in that. Being able to discuss specific examples of how your experience aligns with their goals will show you’re genuinely interested.
✨Showcase Your Process Expertise
Prepare to discuss your experience with process optimisation and automation. Bring examples of past projects where you've successfully identified gaps and implemented solutions. Use data to back up your claims—numbers speak volumes!
✨Be Ready for Technical Questions
Since this role involves working closely with technical teams, brush up on your knowledge of AI concepts and workflow tooling. Be prepared to explain how you would translate complex ideas into actionable solutions. This will demonstrate your ability to bridge the gap between tech and customer service.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about their current challenges in process automation or how they measure success in customer support. This shows your strategic thinking and genuine interest in contributing to their team.
