The Director of Product Management (Customer and Content Operations) is a leadership position reporting directly to the VP, Tripadvisor Customer and Content Operations and will have frequent and significant exposure to the senior leadership across the TripAdvisor businesses. As Director of Product Management you will be an integral part of the management team shaping the strategy for Tripadvisor’s Global Customer centric operations. You will be responsible for the global product, process and project management function across multiple brands within the Customer Support and Content Moderation organizations, ensuring they are effectively and efficiently executed.

The Director of Product Management is cross-functional role and is expected to collaborate with other Product Line Directors. Collaboration is required to efficiently produce road maps, product planning, prioritization, and an overall agile product development process. You will own and drive the product strategy and project pipeline for the Customer and Content organizations.

The role is also tasked with conducting relevant product research; establishing competitive intelligence and various market analyses to identify opportunities to improve operating efficiencies. The Director of Product Management will also use consumer feedback and research to improve the customer experience and determine future customer product needs.

Responsibilities:

• Develop and manage the project & product pipeline for the Customer Support & Content organizations.
• Collaborate with other Product line Directors to translate business requirements into operational processes
• Work closely with marketing and other business functions to support business initiatives
• Complete thorough analysis to identify opportunities to improve self-service and reduce incoming Customer Support contacts.
• Work with the Customer Support and Content Management Team and develop business cases for key projects and prioritization.
• Work with the outsourced Customer Support vendors and internal sites to identify opportunities to improve agent efficiency.
• Support all business rollouts by liaising with training, quality, content and operational teams.
• Work with Finance and Reporting and Analytics to develop robust business cases to support inward investment
• Work with Reporting and Analytics teams to analyze trends to support product or business related initiatives.

Essential Requirements for the role include:

• Previous experience at a Product Director level managing a Product Pipeline.
• At least 8 years of experience in product and/or project management in an e-commerce environment.
• A proven track record in product planning as well as defining and launching successful products.
• Experience in an agile development environment.
• Excellent communication skills and experience at production documentation/decks to support product investments.
• The ability to create diverse and complex information, data refined strategies, solutions and workflows.
• Solid technical background with an understanding of software development and web technologies.
• Experience in collaboration across multiple business units.
• Strong in time management and multi-tasking ability.
• Willing to work in a global environment with teams and stakeholders spread across multiple geographies.
• Previous experience in people management in a fast paced matrix environment
• Experience with relevant applications including:
• Web-based content management Systems
• Exposure to multi-channel operations i.e. voice support, email, chat, chat-bot etc.
• CRM/Customer Support Tools specifically Sales Force
• Data Warehouse(s) (Google BigQuery, Snowflake, Microsoft SQLServer)

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