What you will do

• Be the subject matter expert on our community – connect with the community, understand their needs, motivations, and key drivers of success, and share those findings with stakeholders across the company
• Keep key community contributors engaged and focused on behaviors that drive business goals
• Represent the company in conversations with key members of our travel community
• Build and execute on strategic plans to grow our community in partnership with stakeholders across the company
• Become an authority on our content policies, providing training and guidance to colleagues and team members at vendor partner sites
• Make consistent moderation decisions on high-risk content, collaborating with both internal and external stakeholders, including Legal and PR
• Develop and maintain documentation and training materials that support a globally consistent moderation process
• Handle moderation decisions and customer service conversations escalated by our front-line moderators
• Propose changes to policy based on current trends and events 
• Recognize inefficiencies in existing processes and drive projects from the initial stage of quantifying the impact to ultimately implementing the solution
• Use SQL queries to track key metrics and analyze content trends
• Drive execution of projects and product ideas to increase the efficiency of tools, enhance automation, and improve quality using relevant metrics
• Identify, quantify, and articulate impact and resolutions of bugs and other improvements

What you will bring to the team

• 4+ years of relevant professional experience with a focus on UGC moderation, community policy, and community guideline development
• University degree or equivalent experience 
• Proficiency in English (fluency in other languages is a plus)
• Excellent communication skills and high emotional intelligence to understand and empathize with our members
• Strong attention to detail with excellent time management, prioritization and multitasking skills
• Sound judgment with the capacity to resolve complex problems and make decisions based on potential impact to the business
• Experience working with product and technology teams
• Data-driven mindset with the ability to tell stories using data
• Tech-savvy and able to get comfortable quickly with new platforms.
• Flexibility and adaptability particularly in a changing, fast-paced, and often ambiguous work environment
• Results-oriented with ability to use feedback and metrics to improve future performance
• Strong execution skills with a focus on speed and efficiency of results
• Experience as a senior member of a team with the ability to lead others
• Experience with SQL and/or business intelligence tools, such as Tableau, strongly preferred.

We believe that we are better together, and at Tripadvisor we welcome you for who you are. 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.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at [email protected]. 

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