Principal Product Manager – Salesforce Platform & Generative AI (Viator)

Posted about 6 hours agoViewed

💎 Seniority level: Principal, 6+ years

📍 Location: Oxford, London or Lisbon office and co-working space in Kraków

🔍 Industry: Customer Service

🏢 Company: Tripadvisor👥 1001-5000💰 $300,000,000 Post-IPO Equity almost 4 years ago🫂 Last layoff over 1 year agoInternet Hospitality Information Services E-Commerce Restaurants Vacation Rental Hotel Travel Social Media

🗣️ Languages: English

⏳ Experience: 6+ years

🪄 Skills: AgileProduct ManagementSalesforceCross-functional Team LeadershipProduct DevelopmentAPI testingCommunication SkillsAnalytical SkillsCustomer serviceStakeholder managementA/B testing

Requirements:

6+ years of product management experience using agile methodologies
Excellent communication skills
Consumer facing digital product management experience
Strong logical reasoning, attention to detail and problem-solving skills
Curiosity driven mindset that seeks to understand customer problems and build products that solve for those problems and customers love to use
Completely comfortable with using data and data tools to build understanding and insight
The passion to deliver a high quality user experience
Goal orientation and demonstrated record of success in previous endeavors; motivated to deliver exceptional results, driven by a strong work ethic
Strong motivation to be successful in a product management career; product management experience not required
Strong expertise in Salesforce Platform and working with complimentary third party vendors
Familiarity with JIRA, Agile methodologies, and A/B testing frameworks.
Experience with Generative AI applications, particularly in customer service, automation, or personalisation.
Experience with AI/ML-driven personalisation and recommendation systems.
Background in customer service technology or automation solutions.
Understanding of API integrations and third-party AI tools within Salesforce.

Responsibilities:

Help lead the Salesforce Platform strategy, ensuring alignment with Viator’s business goals.
Work with third party vendors to develop and implement Generative AI-powered features to optimise customer interactions and support automation within Salesforce platform.
Define and execute a product roadmap for Salesforce enhancements, prioritising based on impact, feasibility, and customer and agent needs.
Collaborate with engineering, CS operations, data science, analytics , design and third party vendors to design and deploy scalable AI-driven solutions.
Partner with R&D pods outside the CS org to deliver on company-level initiatives, ensuring Salesforce capabilities support broader strategic goals.
Drive process automation and workflow improvements within Salesforce, enhancing operational efficiency.
Utilise customer and agent insights, analytics, and research to identify pain points and opportunities for innovation.
Take ownership of key performance metrics to measure product success and continuously iterate for improvement.
Lead A/B testing and experimentation to validate AI and Salesforce feature effectiveness.
Conduct competitive analysis to benchmark Viator’s capabilities against industry standards.
Communicate effectively with senior leadership and stakeholders, ensuring alignment on priorities and product direction.

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