ExpediaWe've all been there: You're cruising through routine tasks on a website when you have a question or need help with something. So why do most websites make you stop what you're doing to visit a separate help center that doesn't know anything about you, doesn't integrate with the product you were using, and doesn't allow you to pick up where you left off? As Senior Product Manager, Integrated Help Experiences for Vrbo, you will reimagine how we structure, organize, personalize, and deliver in-product help content across channels — including web, app, chat, bot, voice, and email. You will lead a cross-functional team to build an intelligent, localized help and education experience that allows customers on both sides of our marketplace to get answers in context, in real time, in whatever product they're using. Your work will go beyond reducing calls to support and providing a new way to deliver help content (although both of those things are integral to the job). It will surprise, delight, and guide our customers to success. What you'll do: • Define and execute the vision for a multi-channel in-product help and education experience that understands the context of both the product and the user to provide a targeted experience. • Implement a content management system and taxonomy for organizing our help and education content for deployment in our core product experience. • Identify the questions and problems that our customers encounter in our experience, and partner with our UX Content team to craft solutions that customers love to use. • Localize your solution to enable our global customers. • Leverage data science to create learning loops that create a "living" help experience that gets smarter with each visit and provides our product teams with vital feedback to improve the customer experience. • Collaborate with Expedia Group Hotwire, etc.) to partner in the vision and development of the integrated help and education experience. • Own the entire product life cycle – concept to design to creating detailed requirements and working with Engineering to execute on product delivery. • Conduct competitive analysis and industry research to identify gaps and opportunities that will help us help our customers more cost-effectively. • Evangelize and practice A/B Testing to quickly and efficiently identify and evaluate ideas that will inform your roadmap. • Define, track and report on the metrics that measure your impact on customer product usage and satisfaction. Who You Are: • 5+ years product management experience supporting global products in B2C companies. • 2+ years experience with multi-channel in-product help and education technology and product solutions (e.g. Smart FAQs, ask an expert, embedded product tours, chat, bots, etc.). • Experience with globally deployed and localized enterprise content management systems. • Experience using data science to create programmatic learning loops to pinpoint specific opportunities for improvement in the customer experience. • Ability to lead cross-functional initiatives and drive collaborative decisions. • Experience with online travel and/or consumer marketplaces preferred. • BS or BA in a related field or equivalent work experience. • Willing to travel up to 20% internationally.
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