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Process Automation Lead
Full-time
About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—making memories that will last a lifetime has never been easier.
Who Are We Looking For?
We are seeking a forward-thinking Process Automation Lead to design, drive and implement a frictionless experience and ensure effortless, scalable support is available for all our customers. This role focuses on the customer support journey from Self-Service, through AI-Assist and then Human-Assist ensuring it is an effortless support journey.
Key Responsibilities
Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist
Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points
Close-Loop Resolution: Identify root-cause product or process blockers causing customer friction
Workflow Automation: Re-engineer workflows to simplify and automate routine tasks
Human-Assist Tooling: Partner with internal product and engineering teams to define tooling requirements
Operational Cost: Identify high impact opportunities that reduce Human-Assist
Project-Management: Oversee end-to-end implementation, ensuring solutions are scalable and measurable
Minimum Qualifications
Automation & Process subject matter expert with 5+ years experience in customer contact-centre operations
Proven track record in process improvement and automation aligned with Six Sigma Methodology
Strong working knowledge of AI and automation concepts: chatbots, workflow tooling and predictive analysis
Comfortable working with technical teams and external vendors to translate CS business needs into delivery
Customer obsessed mindset, advocating for simplicity
