Summary:

As the world’s largest travel platform, Tripadvisor has more than 867 million reviews and opinions across the accommodation, restaurants, experiences, airlines, and cruises. The Content organization is responsible for moderating reviews and opinions, ensuring listing pages have high integrity, and assisting to keep our traveler and owner community operating according to our guidelines.

The Global Content Operations Manager leads a globally dispersed team across 4 key content teams of: Content Moderation (that our guidelines are applied to user generated content), Places (that listing pages for the various points of interest have integrity in the details provided), Community (applying guidelines to our traveler forum message boards), and Fraud Support (working to respond to integrity concerns about our content).

This role will lead and inspire Team Leads and their direct reports to accomplish these broad objectives and work in close collaboration with our offshore teams to delivering on key performance metrics related to quality, productivity, and hitting service timelines across all Content lines of business.

In a highly matrixed organization, this role will be engaged with key stakeholders regarding product changes, key business objectives, as well as the training, quality, and vendor management needs of the teams. This isn’t a marketing content creation role, but is rather an operational management for essential user-generate content that has helped Tripadvisor to thrive over its first 20 years.

What you’ll 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 Reporting & Analytics Team to ensure accurate metrics are shared 
• Coordinating with Vendor Management Organization on follow-up and joined-up approach with our Partners
• Shared responsibility for real-time management throughout the day as volume progress and adjustments 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-facing operations teams
• Proven experience in both process and people management
• Patience, understanding and resilience when managing complex situations and competing priorities under rapid change
• 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
• Preference for experience working with third-party vendors