Process Automation Lead (Viator)

Third-Party Job Posts(29 days ago)

HybridFull TimeSenior$161,492 - $216,652 (estimated)Customer Support

About this role

The Process Automation Lead at Viator designs and implements a frictionless, scalable customer support journey spanning Self-Service, AI-Assist, and Human-Assist to deliver a 10/10 customer experience. The role focuses on enablement design, translating AI and automation opportunities into service solutions, and working cross-functionally with Product and Engineering to drive measurable improvements. The lead will also oversee end-to-end implementations and identify high-impact opportunities to reduce human-assisted work while improving resolution speed and accuracy.

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Required Skills

Process Optimization
Process Mapping
Workflow Automation
Human Assist
Close Loop
Project Management
Six Sigma
AI
Chatbots
Predictive Analysis

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About Third-Party Job Posts

flexjobs.com

FlexJobs is a job marketplace focused on hand‑screened remote, work‑from‑home, and flexible job listings since 2007. The site vets opportunities to remove ads, scams, and junk, providing a curated search experience for full‑time, part‑time, freelance, and contract roles. FlexJobs also offers career resources and company information to help jobseekers and employers connect around flexible work. The platform is known for its emphasis on quality, trustworthiness, and remote work specialization.