Manager of Destination Specialists

Summary

Join Viator, a Tripadvisor company, as a Manager of Destination Specialists to lead and develop a team focused on optimizing key destinations across Viator and its distribution networks. You will set performance goals, monitor KPIs, leverage data for strategic decision-making, and provide regular feedback and support to your team. Collaborate with internal and external stakeholders to ensure competitive product offerings. This role requires strategic thinking, analytical skills, strong organizational abilities, and effective cross-functional collaboration. Represent the company at industry events and advocate for team feedback on product improvements. The ideal candidate will have extensive experience managing teams in a customer-facing environment, a strong analytical background, and excellent communication skills.

Requirements

• Experience: 4+ years of experience leading and managing teams, preferably in a customer-facing or service-oriented environment
• 3+ years of experience in Customer Success, Sales, or Account Management, preferably in travel
• Strategic Thinking: Proven experience analyzing data trends and identifying growth opportunities
• Ability to prioritise resources to meet business objectives
• Analytical and Data-Driven: Strong technical and analytical skills, proficient in reporting tools (Salesforce, Looker, Sheets)
• Detail-oriented with a keen eye for accuracy
• Communication and Interpersonal Skills: Strong communication and presentation abilities
• Ability to coach and develop high-performing teams
• Problem Solving and Adaptability: Ability to identify challenges and possible effective solutions
• Creative, inquisitive mindset focused on continuous improvement
• Passion for excellence, success, and an entrepreneurial spirit
• Strong Organizational Skills: Highly organized, able to manage multiple tasks and priorities efficiently

Responsibilities

• Manage a team of destination specialists
• Set performance goals aligned with company objectives
• Ensure KPIs are met/exceeded
• Leverage data to guide decisions and adjust strategies for improvement
• Lead and support
• Provide regular feedback, support and motivation to drive success
• Monitor, coach, and advise your team on priorities and best practices
• Ensure individuals have the tools and knowledge to succeed
• Lead training on tools, best practices, and prioritization
• Assist with research and product optimization to improve performance
• Track performance
• Monitor response times, optimization, and research efforts
• Communicate progress, challenges, and achievements to leadership
• Improve and refine
• Identify areas for improvement and suggest actionable solutions
• Collaborate with cross-functional teams
• Work closely with various teams across the organization to ensure ongoing growth and meeting company-wide KPIs
• Advocate for team feedback on product improvements
• Be a brand ambassador
• Represent the company at trade shows and industry events as needed

Benefits

• 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