Remote Customer Service Operations Manager

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it’s never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.
• “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.

Our Values

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Customer Service Operations Manager (Multilingual English & Spanish)

Location: Oxford/Hybrid: 3 times per week office attendance for day shifts, late/evening shifts will be home based.

Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. We operate a 24hrs 7 days week environment; shifts assigned to you may require that you work over weekends and public holidays.

As the Customer Service Operations Manager, you are an integral part of the global Viator Operations Management team. You will report to the Director of Customer Services  and will have frequent and significant exposure to the management teams of Viator. You will be responsible for recruiting, developing and managing the department within the in-house call centre operations in the Oxford office centred on escalations, social media and complaint resolution. In addition, you will also help in supporting wider global operations.

The individual will have a strong analytical approach to work and proven track record of managing processes and teams with a high level of attention to detail.

• Evaluate performance and ensure the teams utilise the service management metrics for the ongoing monitoring of performance for teams and individuals.

• Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured and reviewed as per company policy.

• Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success. Conducts monthly 1:1’s with formal review of performance.

• Active development of the team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning.

• Ensure that all coaching and development logs are accurate and timely.

• Supervising staff in accordance with company policies and procedures.

• Coordinate coaching and training of staff onsite.

• Produce literature and manuals were appropriate to help improve performance.

• Identify and implement initiatives to improve employee engagement.

• Operational Management

• Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimise backlogs.

• Ensure that service issues are recorded and responded to within agreed service levels and timelines.

• Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations.

• Keep up to date with company, department and process knowledge.

• Standardise processes, procedures and platforms for service delivery.

• Auditing of processes to ensure currency and accuracy in line with department standards.

• Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement.

• Proactively champion best practice to enhance agent productivity, CSAT, Quality, IR and FCR. Regularly help to review processes and develop improvements.

• Champion Department Initiatives and show pro-activity in identifying where knowledge or process gaps exist to coach, educate and provide assistance as required.

• Work closely with various functions like Quality, Training, WFM and Human Resources to strengthen the business relationship between the departments.

• Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base.

•  Customer Relations.

• Understanding key demand / complaint drivers.

• Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence.

• Work with key business stakeholders to minimise DSAT drivers and improve CRD team CSAT.

• High activities cases tracked, managed and analysed. Reduce the number of touches per case.

• Ensure SLA’s on responding to complaints and escalations are hit.

• Report risk events and ensure Corrective Action Plans are raised as necessary.

• Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution.

• Produce weekly / monthly and ad hoc reporting of the above to senior management level.

• Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behaviour.

• Manage, respond and track forum reviews for Viator.

• In addition - any other duties delegated ad-hoc.

• What are we looking for?

• At least five years of experience managing a Customer Support team.

• Accomplishes organisation’s goals by accepting ownership for delivering on new and different requests; exploring opportunities to add value to tasks undertaken.

• Passion for solving customer issues.

• Ability to handle confidential information and adhere to established protocols.

• Strong time management/prioritisation skills and multi-tasking ability.

• Excellent editorial judgement and command of the English language.

• Ability to work independently, anticipate problems and suggest solutions.

• Experience with relevant applications, including but not limited to: Managed multi-channel operations i.e. voice support, email.

• Experience managing escalations / complaint cycles.

• Web-based content management Systems.

• CRM/Customer Support Tools

• Word Processing/Spreadsheet Applications (Microsoft Office, etc.)

• Social Media Applications (Facebook, Twitter, etc.)

• Hands-on experience with user-generated content. (either personally or professionally)

• In addition, the ideal candidate will demonstrate the following competencies:

• Flexible and open to change and new information; adapts behaviour and work methods accordingly.

• Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.

• Exhibits integrity through fair and ethical behaviour toward others and a demonstrated sense of corporate responsibility and commitment.

• Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.

• Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively.

• Identifies and analyses problems; distinguishes between relevant and irrelevant information.

• Ability to balance time to market with a solution and make the right trade-offs along the way

• Strong analytical skills: understands and utilises metrics relevant to role.

• Clear communication through expression of facts and ideas in a clear, convincing and organised manner

• Good business judgement when making decisions and always considers the relevance/impact of each decision on the business.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request.  Please include the job requisition number in your message.

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