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].

We are a large, dynamic and international group of talented individuals responsible at Tripadvisor and we are responsible for all of the user-generated content on the world’s largest online travel site, with over 250 contributions published to the site per minute!  This includes reviews, forum posts, and other social content that our many users post. We take immense pride in ensuring that our content is accurately and quickly posted in the many languages we support, inspiring our large and global traveler community and enabling them to unleash the full potential of every trip. To this end, TripAdvisor is seeking candidates to join our team as a business improvement specialist as we seek to innovate and streamline processes in all the areas we cover.

Success in this role means you have a strong background in user generated content, possess an understanding of content policy and processes, and have a strong proficiency in data analysis and research skills, with knowledge of measuring team KPIs as well as strategic goals.

What you will do

• Partner with internal stakeholders to identify business opportunities and define solutions impacting quality and efficiencies

• Partner with product teams to provide input on roadmap and priorities.

• Use data to suggest and prioritize projects and product ideas focused on improving the end-user content experience, and raising the profile of content within the company

• Possess a thorough understanding of content business processes and risks, filtration, automation methods and quality

• Work across global content business units such as moderation, integrity, community, Places and fraud support to align processes and improve efficiencies

• Use knowledge of database querying languages like SQL to track key metrics, analyze content trends and regularly report on progress towards key metrics both at an individual and team level

• Be an innovator and thought leader always striving to improve processes and increase efficiencies, and inspire team members to do the same.

• Identify and drive improvement projects leveraging CSAT survey findings

• Responsible for suitability and accuracy of end user communications

• Collaborate closely on process and policy with stakeholders across large, cross-functional teams, including Trust & Safety and Customer Support

What you will bring to the team

• 5+ years relevant professional experience

• Preferred: 1+ years experience leading a team or process

• University degree or equivalent experience required

• Project management certification is an added advantage

• Knowledge of multiple languages a plus

• Highly process-driven, with a talent for resolving complex problems and making decisions based on potential impact to the business.

• Strong investigative skills with experience handling sensitive situations and communications.

• Ability to clearly communicate and report on complex problems and solutions with upper management.

• Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external Customers. 

• Success driving projects and measuring impact at both the individual and team level

• Advanced experience using Google and Microsoft products and web-based tools, such as SQL and Tableau. Knowledge of Python a plus.

• Essential skills include problem solving, negotiation, instruction, supervision, persuasion, multi-tasking and risk mitigation as well as data analysis and research skills.

• Strong attention to detail with excellent time management and prioritization skills.

• Strong communication skills and proven success collaborating across a global team at all levels of the company

• Adaptive to change and confident in learning new tools and technologies

• Ability to work in high stress environment; managing stress in a professional manner.

• Excellent interpersonal skills with the ability to positively influence others. 

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