Manager of Destination Specialists (Viator)

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

We are seeking a driven, high-performing Manager of Destination Specialists to manage a team of individuals, and work closely with the Destination Managers, to ensure that all facets of key destinations are optimized on Viator, as well as our 3rd Party Distribution networks. You will be responsible for your team meeting KPIs, and being aligned, focused, and equipped for success.

As a brand ambassador, you will collaborate with internal and external stakeholders to align on key product offerings, ensuring a competitive edge. This role demands strategic oversight, analytical insights, strong organizational skills, team development, and effective cross-functional collaboration.

Responsibilities

• Manage a team of destination specialists:
• Set performance goals aligned with company objectives
• Ensure KPIs are met/exceeded
• Leverage data to guide decisions and adjust strategies for improvement 
• Lead and support:
• Provide regular feedback, support and motivation to drive success
• Monitor, coach, and advise your team on priorities and best practices
• Ensure individuals have the tools and knowledge to succeed
• Lead training on tools, best practices, and prioritization
• Assist with research and product optimization to improve performance 
• Track performance:
• Monitor response times, optimization, and research efforts
• Communicate progress, challenges, and achievements to leadership
• Improve and refine:
• Identify areas for improvement and suggest actionable solutions
• Collaborate with cross-functional teams:
• Work closely with various teams across the organization to ensure ongoing growth and meeting company-wide KPIs
• Advocate for team feedback on product improvements
• Be a brand ambassador:
• Represent the company at trade shows and industry events as needed

• Experience:
  • 4+ years of experience leading and managing teams, preferably in a customer-facing or service-oriented environment.
  • 3+ years of experience in Customer Success, Sales, or Account Management, preferably in travel

• Strategic Thinking:
  • Proven experience analyzing data trends and identifying growth opportunities
  • Ability to prioritise resources to meet business objectives
• Analytical and Data-Driven:
  • Strong technical and analytical skills, proficient in reporting tools (Salesforce, Looker, Sheets)
  • Detail-oriented with a keen eye for accuracy
• Communication and Interpersonal Skills:
  • Strong communication and presentation abilities
  • Ability to coach and develop high-performing teams 
• Problem Solving and Adaptability:
  • Ability to identify challenges and possible effective solutions
  • Creative, inquisitive mindset focused on continuous improvement
  • Passion for excellence, success, and an entrepreneurial spirit
• Strong Organizational Skills:
  • Highly organized, able to manage multiple tasks and priorities efficiently

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.