Process Automation Lead (Viator)

TL;DR

Process Automation Lead (Customer Service): Designing and implementing a frictionless customer support experience through process optimization and automation with an accent on AI-assisted solutions and human-assisted tooling. Focus on identifying and resolving customer friction points, streamlining workflows, and reducing operational costs.

Location: Remote

Company

hirify.global, a Tripadvisor company, is the leading marketplace for travel experiences.

What you will do

• Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist to simplify service solutions.
• Conduct process mapping sessions using Six Sigma methodologies to identify customer pain points and high friction.
• Re-engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.
• Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.
• Identify high-impact opportunities that reduce Human-Assist and enhance service resolution for customers.
• Oversee end-to-end implementation, ensuring solutions are scalable, measurable, and aligned with the service-solution strategy.

Requirements

• Automation & Process subject matter expert with 5+ years of experience in customer contact-center operations.
• Proven track record in process improvement, optimization, and automation aligned with Six Sigma Methodology.
• Strong working knowledge and understanding of AI and automation concepts, including chatbots, workflow tooling, and predictive analysis.
• Proven ability to design and execute process optimization.
• Comfortable working with technical teams and external vendors to translate CS business needs into delivery.
• Customer-obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.

Culture & Benefits

• “Work your way” with flexibility to suit your lifestyle, with the option to join on-site as often as you’d like.
• Flexible schedule with work-life balance ingrained in the culture.
• Competitive compensation packages including base salary and annual bonuses.
• Annual support for qualified tuition assistance programs.
• An annual lifestyle benefit to spend on travel, wellness, or whatever suits you.
• Discounts and other travel perks.