Tech Stack

Description

You will lead a high-performing team to drive customer experience excellence, analyzing the end-to-end guest and host journey to identify gaps and inform decisions across product, operations, and policy. You'll collaborate cross-functionally, leverage data and AI tools to enhance team effectiveness, and present insights to senior leadership.

Requirements

• Undergraduate degree, MBA or equivalent advanced degree strongly preferred.
• 12+ years of industry experience in a General Manager, Strategy Manager, Product Insights, Product Operations or equivalent role.
• Proficiency in SQL, data analysis, and data visualization.
• Proficiency in Jira and Airtable (optional).
• Strong technical data skills, ability to connect data across multiple areas.
• Self-starter, thrives in ambiguity, and has an investigator mindset.
• Strong problem-solving and critical thinking abilities.
• Excellent communication and presentation skills.
• Exceptional stakeholder management skills.
• Agile, growth-minded approach with a history of driving projects from ideation to impact.
• Robust business acumen and strategic thinking skills.
• Experience managing a team including performance management and goal setting.
• Experience managing projects involving cross-functional teams.
• Understanding of LLMs and desire to continue to learn in the AI space.
• Flexible and can deal effectively with changes in priorities or ambiguity.
• Prior experience in the technology industry or fast-paced data-driven environment preferred.

Responsibilities

• Lead, mentor, and develop a high-performing team, providing regular feedback, coaching, and performance evaluations.
• Foster a collaborative and supportive team environment that encourages growth, knowledge sharing, and innovation.
• Oversee workload management, resource allocation, and project prioritization for the team.
• Develop and implement key performance indicators (KPIs) to measure team effectiveness and impact.
• Collaborate with cross-functional leaders to align with broader company goals and objectives.
• Analyze quantitative and qualitative data across the end-to-end customer journey to drive business decisions.
• Identify customer issues and understand the what as well as investigating the why.
• Leverage LLMs/generative AI tools to enhance the effectiveness of the team.
• Develop strong working relationships and collaborative partnerships with various internal teams.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.