Process Automation Lead

• 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 leveraging data (required)
• Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)

Experience in a similar role within the Travel Industry (Preferred)

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work
• Donation matching. Give back? Give more! We match qualifying charitable donations annually
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you
• Travel perks. We believe that travel is employee development, so we provide discounts and more
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges
• Health benefits. We offer great coverage and competitive premiums