JOB DESCRIPTION – Manager, Product Success

JOB SUMMARY:

The product success manager will be responsible for delivering positive and consistent product onboarding and tier 2 support experiences for World Travel, Inc’s customers. The product suite includes proprietary and white-labelled third-party solutions including World Travel’s mobile application, virtual payments, approval technology, and messaging applications.
This individual will have an opportunity to refine the implementation and tier 2 support procedures to create internal efficiencies while maximizing customer satisfaction.
The manager of product success will work with technical product managers, the senior director of product, and account managers to ensure products are delivering the value expected.

COMPETENCY AND POSITION REQUIREMENTS

• A positive can-do attitude with a growth mindset.
• Excels in a fast-past complex working environment.
• Demonstrated ability to influence and implement positive organization changes.
• Comfortable communicating with all levels within an organization from the c-suite to support departments.
• Active listener that is passionate about creating high quality solutions for travelers, travel arrangers, travel approvers, and travel managers.
• Can effectively manage conflict between internal teams and vendors without losing sight of the ultimate end goal.
• Clear, concise, and professional written and verbal communication skills.
• Must be comfortable and proficient in creating positive relationships with co-workers, clients, and vendors.
• Analytical mindset that can synthesize a large amount of customer, company, and market information to advocate for project resource assignments.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Current World Travel, Inc. employee with 2+ years in current position or 5+ years’ experience in the travel industry
• Advanced Microsoft Office Suite Skills: PowerPoint, Word, Excel
• 10+ years of direct customer interaction
• Intermediate knowledge of GDS functions and reporting integrations
• Intermediate knowledge of APIs, databases, and system processes
• Basic understanding of Online Booking Tool functionality
• Basic understanding of COMPLEAT and mid office routines
• Demonstrated ability to work with vendors and development resources to reach a common goal

SUPERVISORY RESPONSIBILITIES:

This position will manage a small group of product specialists that are responsible for implementing products for World Travel, Inc.’s customers, and also provide tier 2 technical support.

ESSENTIAL FUNCTIONS:

The duties and responsibilities for this role include but are not limited to the following:

• Define and enforce procedures for product implementations, ensuring a consultative approach that maximizes value and satisfaction
• Measure issue reports and SLAs for product specialists across World Travel’s product suite
• Analyze trends in customer feedback and issue reports to identify the most valuable enhancements or bug fixes
• Interact frequently with tier 1 support team leadership to improve escalation processes and identify areas where additional education may assist resolution at tier 1
• Act as the escalation path between tier 2 and development assistance
• Conduct root cause analysis with cross functional team members to ensure bug fixes resolve the issue’s symptoms at its source
• Communicate frequently with the technical product manager to refine requests for bug fixes and enhancements
• Coordinate with vendors as needed for issue resolution
• Assist in product demos as requested
• Work with the product coordinator and marketing teams to create impactful campaigns to drive adoption.
• Collaborate with all internal departments, including but not limited to Sales, Finance, Technology, Legal, Account Management, Operations, Consulting, Finance, etc.

TIME SPENT PERFORMING ESSENTIAL FUNCTIONS (GENERALLY):

30% process improvement
20% root cause analysis
20% validation of bug fixes and planned future releases
20% team mentorship and management
10% internal and external customers consultations