Senior Manager - Global Customer & Content Operations
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Senior Manager - Global Customer & Content Operations

Tripadvisor

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Senior Manager - Global Customer & Content Operations

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Senior Manager - Global Customer & Content Operations

Las Vegas, NV Customer Service & Content

Summary:

As the world’s largest travel platform, Tripadvisor has more than 878 million reviews and opinions across the accommodation, restaurants, experiences, airlines, and cruises and 463M average monthly unique visitors.

The Sr. Operations Manager for Content & Customer Support is responsible for a broad, high volume & high complexity remit spanning the operations for the Content organization and Customer support both B2C & B2B.

The Content organization is responsible for moderating reviews and opinions, ensuring listing pages have high integrity, and assisting to keep our traveler and owner community operating according to our guidelines.

The Global Content Operations Manager leads a globally dispersed team across 4 key content teams of: Content Moderation (that our guidelines are applied to user generated content), Places (that listing pages for the various points of interest have integrity in the details provided), Community (applying guidelines to our traveler forum message boards), and Fraud Support (working to respond to integrity concerns about our content).

This role is also an integral part of the of the global TA Customer Support solution and will have frequent and significant exposure to the Operations management teams of the Tripadvisor. You will be responsible for recruiting, developing and managing the call center operations supporting owners (B2B) and members (B2C) across a number of product offerings. The scope of the customer support responsibilities will be for Americas and may change at a later stage based on business needs.

This role will lead and inspire Team Leads/Managers and their directs to accomplish key objectives and work in close collaboration with our offshore teams to delivering on key performance metrics related to quality and productivity.

In a highly matrixed organization, this role will be engaged with key stakeholders regarding product changes, key business objectives, as well as the training, quality, and vendor management needs of the teams.

What you’ll do:

  • Responsible for delivering on Operational objectives for Content and Customer Support
  • Plan for optimal service delivery while maintaining high quality standards
  • Mentor and coach Team Leads and Managers
  • Review daily, weekly, and monthly performance metrics for progress and opportunities
  • Serve as an escalation point for staff behavioral and performance concerns
  • Delegate assignments and responsibilities throughout the team to develop team
  • Coordinate the tracking and meeting of key performance goals while driving new initiatives
  • In coordination with forecasting & scheduling teams, ensure appropriate resourcing
  • Share responsibility for process design and input with quality & training teams for improvements
  • Communicate and coordinate with internal business units on policy, process, or system needs
  • Constant eye on service levels and making recommendations to change strategy when required 
  • Submit accurate reports as required and interpret information to ensure optimum levels of service are provided coordinating with Reporting & Analytics Team to ensure accurate metrics are shared 
  • Coordinating with Vendor Management Organization on follow-up and joined-up approach with our Partners
  • Shared responsibility for real-time management throughout the day as volume progress and adjustments on queue are made
  • Assess and devise actions to improve procedures & interactions based on staff & customer feedback
  • Develop and cultivate key relationships with cross-functional partners


What we need from you:

  • 5+ years’ experience in managing customer-facing operations teams
  • Proven experience in both process and people management
  • Patience, understanding and resilience when managing complex situations and competing priorities under rapid change
  • Sense of discretion around confidential information
  • Strong time management/prioritization skills and multi-tasking ability
  • Demonstrable outcomes of driving metric improvements
  • Ability to work independently, anticipate problems and suggest solutions
  • Possessing or open to enhancing their data decision making skills
  • Able to work across highly matrixed organization to collaborate and influence across teams
  • Experience utilizing CRM (e.g. SalesForce, ZenDesk, etc.) and Telephony platforms
  • Preference for experience working with third-party vendors




Fermé

Senior Manager - Global Customer & Content Operations

Las Vegas, NV, États-Unis

Temps plein, Indéfini

Date de début du contrat:

Date d'entrée en fonction (au plus tard):

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