Principal Product Manager

Summary

Join Viator, a Tripadvisor company, as a Principal Product Manager to lead key initiatives in our Salesforce Platform and leverage Generative AI. You will shape the product vision for Customer Service solutions, driving enhancements that improve operational efficiency and customer engagement. This role requires strategic thinking, strong analytical skills, and a deep understanding of Salesforce's ecosystem and AI-powered automation. You will collaborate with engineering, design, data science, and business stakeholders. Viator offers competitive benefits, including flexible work arrangements, travel perks, and more. If you are passionate about Salesforce, AI-driven automation, and enhancing customer experiences, apply now!

Requirements

• 6+ years of product management experience using agile methodologies
• Excellent communication skills
• Consumer facing digital product management experience
• Strong logical reasoning, attention to detail and problem-solving skills
• Curiosity driven mindset that seeks to understand customer problems and build products that solve for those problems and customers love to use
• Completely comfortable with using data and data tools to build understanding and insight
• The passion to deliver a high quality user experience
• Goal orientation and demonstrated record of success in previous endeavors; motivated to deliver exceptional results, driven by a strong work ethic
• Strong motivation to be successful in a product management career; product management experience not required
• Strong expertise in Salesforce Platform and working with complimentary third party vendors
• Familiarity with JIRA, Agile methodologies, and A/B testing frameworks

Responsibilities

• Help lead the Salesforce Platform strategy, ensuring alignment with Viator’s business goals
• Work with third party vendors to develop and implement Generative AI-powered features to optimise customer interactions and support automation within Salesforce platform
• Define and execute a product roadmap for Salesforce enhancements, prioritising based on impact, feasibility, and customer and agent needs
• Collaborate with engineering, CS operations, data science, analytics , design and third party vendors to design and deploy scalable AI-driven solutions
• Partner with R&D pods outside the CS org to deliver on company-level initiatives, ensuring Salesforce capabilities support broader strategic goals
• Drive process automation and workflow improvements within Salesforce, enhancing operational efficiency
• Utilise customer and agent insights, analytics, and research to identify pain points and opportunities for innovation
• Take ownership of key performance metrics to measure product success and continuously iterate for improvement
• Lead A/B testing and experimentation to validate AI and Salesforce feature effectiveness
• Conduct competitive analysis to benchmark Viator’s capabilities against industry standards
• Communicate effectively with senior leadership and stakeholders, ensuring alignment on priorities and product direction

Preferred Qualifications

• Experience with Generative AI applications, particularly in customer service, automation, or personalisation
• Experience with AI/ML-driven personalisation and recommendation systems
• Background in customer service technology or automation solutions
• Understanding of API integrations and third-party AI tools within Salesforce

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