About the role
As a Principal Product Manager, you will help shape the product vision for Customer Service solutions, driving enhancements that improve operational efficiency, customer engagement, and business outcomes. With expertise in Salesforce and Generative AI, you will play a pivotal role in defining and implementing AI-driven capabilities that elevate our support and sales operations.
This role requires strategic thinking, strong analytical skills, and a deep understanding of Salesforce's ecosystem and AI-powered automation. You will work cross-functionally with engineering, design, data science, and business stakeholders to deliver high-impact solutions that enhance Viator's customer experience.
You will collaborate with a broad range of customer service teams, including TeleSales, Customer Service, Trust & Safety, Supplier Support, Third Party and more who rely on Salesforce to enhance their efficiency. Your responsibility will include identifying high-impact solutions for these teams and prioritising the product roadmap based on impact and effort.
Additionally, you will work closely with R&D pods outside the Customer Service organisation to contribute to company-wide Big Bets, ensuring alignment with broader strategic initiatives.
About the company
Viator, a Tripadvisor company, is the world's largest marketplace for tours, experiences, and activities. Our mission is to bring more wonder into the world by connecting travelers with unforgettable experiences. Whether it's ziplining through the jungles of Costa Rica, hot air ballooning in Cappadocia, or exploring local hidden gems, we help millions of travelers every year discover and book their perfect adventure.
With a global team spanning Oxford, London, Lisbon, Poland and Boston and more, we foster a culture of innovation, collaboration, and passion for travel.
