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.
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.
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. We are seeking a Principal Product Manager to lead key initiatives in our Salesforce Platform while leveraging Generative AI (GAI) to revolutionise customer interactions and service automation.
About Your Role
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.
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.
Required Skills:
- 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.
Beneficial:
- 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.Where You’ll Work
Viator is a remote-first company, offering flexible work arrangements with regular access to our Oxford, London or Lisbon office and co-working space in Kraków. Our approach is centred on:
- Intentional collaboration – We prioritise meaningful in-person interactions when needed.
- Empowerment – Teams have the autonomy to work in ways that best suit their responsibilities.
- Diversity & flexibility – Recognising that different teams and individuals have unique needs.
- Trust – Focusing on the quality of work and outcomes above all.
Why Join Us?
- Impactful work – Shape the future of AI-driven customer experiences in the travel industry.
- Collaborative culture – Work with talented teams across multiple locations.
- Career growth – Opportunities to lead and innovate in a fast-paced environment.
- Competitive benefits – Including flexible work arrangements, travel perks, and more.
If you are passionate about Salesforce, AI-driven automation, and enhancing customer experiences, we’d love to hear from you. Apply now to join our dynamic team at Viator!
Perks of Working at Viator
- 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.
Our Values
- 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.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
Interested? Apply here