Associate Product and Content Strategy Manager

ssociate Product and Content Strategy Manager

Associate Product and Content Strategy Manager

Overview of the role:

You will be an integral part of shaping the strategy for TripAdvisor Customer Service globally, and a key member of the CS Management Team. You will report to the Group Product Manager, Customer Operations and will have frequent and significant exposure to the senior leadership across the TripAdvisor Global Operations.

You will be responsible for the development and management of the TripAdvisor CS operational process and product pipeline to enable TripAdvisor to scale efficiently whilst improving the customer experience. You will drive the CS product strategy through identifying, analysing and implementing innovations that will improve the operational efficiency and reduce overall volumes of contacts, while reducing the customer's effort.

This is a pivotal role, as it is required to work across the business and will be the primary point of contact between CS and the business product and engineering teams. Being able to pull together all the requirements then think about how these can be delivered to users within both the business and CS technical framework.

Summary of activity:

  • Content Management:
    • Develop cross-brand content strategy to include email templates, internal/external Knowledgebase(s), team communications and updates, and chat/chatbot conversations.
    • Manage translation needs for each POS in coordination with Translations Team
    • Point of contact for receiving edits and requests for new content from multiple business stakeholders.
  • Develop and manage the project, process & product pipeline from customer support perspective.
  • Through analysis to identify opportunities to improve the customer experience through self-service and optimising customer service processes and tool set.
  • Work with the CS Management Team to develop business requirements for key projects.
  • Work with vendors and internal sites to determine front line agent's requirements.
  • Support all business rollouts by liaising with the training, quality and operational teams.
  • Update the CS operational management team by participating in the weekly product prioritization meeting.
  • Work with Reporting and Analytics team to analyse trends to support product or business related initiatives.

Requirements:
  • Extensive experience in product and/or project management in e-commerce environment
  • Experience in online Help Center/FAQ or knowledge management would be highly preferred
  • Ability to collect and interpret data and build robust business cases
  • Experience in business process improvement
  • Strong written communication and presentation skills
  • Six-sigma certification is a distinct advantage.
  • Ability to handle confidential information and adhere to established protocols.
  • Strong time management/prioritization skills and multi-tasking ability.
  • Self-motivated and able to work on large projects with many moving parts and under minimal direction
  • Experience with relevant applications, including but not limited to:
    • Web-based content management Systems
    • Exposure to multi-channel operations i.e. voice support, email.
    • CRM/Customer Support Tools (Zendesk, Salesforce.com, RightNow, NetSuite, etc.)
    • Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
    • Social Media Applications (Facebook, Twitter, etc.)
  • Bachelor's Degree required, Masters a plus

LI-JC1#


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