: Global Content Operations Manager
Manager - Global Content Operations

Summary:

The TripAdvisor Global Content Operations, Manager is responsible for establishing clear objectives for global Content Operations across multiple global teams. This role will ensure onshore and offshore teams are consistently delivering on key performance metrics related to quality, productivity, and hitting service timelines across all Content lines of business. Close collaboration will be required with various leaders throughout the organization to identify areas of opportunity in staffing, training, and policy, among others, and implement action plans to minimize brand and customer impact.

What youll do:

  • Responsible for delivering on objectives for global Content Operations and ensuring planning for optimizing service delivery while maintaining quality standards
  • Mentor and coach Team Leads across Geographies
  • Review daily, weekly, and monthly Performance metrics for progress and opportunities
  • Serve as an escalation point for staff behavioral and performance concerns
  • Delegates assignments and responsibilities throughout the team to meet objectives
  • Coordinates tracking and meeting key performance goals by supporting team in driving new initiatives
  • In coordination with Forecasting & Scheduling teams ensures appropriate resourcing
  • Shares responsibility for process design and input with quality & training teams for improvements
  • Communicates and coordinates with internal business units on policy, process, or system needs
  • Constant eye on service levels and making recommendations to change strategy when required
  • Submit accurate reports as required and interpret information to ensure optimum levels of service are provided coordinating with R&A Team to ensure accurate metrics are shared
  • Coordinating with Vendor Management Organization on follow-up and joined-up approach with Partners
  • Shared responsibility with RTM group to ensure changes are made throughout the day as volume progress on queue are made
  • Assess and devise actions to improve procedures & interactions based on staff & customer feedback
  • Develop and cultivate key relationships with cross-functional partners

What we need from you:

  • 3+ years experience in managing Customer Support Operations Teams
  • Proven experience in both process and people management
  • Patience, understanding and resilience when managing complex situations and competing priorities
  • Sense of discretion around confidential information
  • Strong time management/prioritization skills and multi-tasking ability
  • Demonstrable outcomes of driving metric improvements
  • Ability to work independently, anticipate problems and suggest solutions
  • Possessing or open to enhancing their data decision making skills
  • Able to work across highly matrixed organization to collaborate and influence across teams
  • Experience utilizing CRM (e.g. SalesForce, ZenDesk, etc.) and Telephony platforms
Full-time