Travix - Job details
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Product Owner Customer Support & Self-Service

If you are interested in streamlining the post-booking experience of our customers by empowering them with self-service capabilities and by offering them the communication channels and processes to interact with us, then keep on reading.

Job Purpose

Your key goals are to:

Maintain our levels of support and self-service, whilst developing new products and services:

  • Develop a thorough understanding of the user interactions and value drivers of your products to drive innovation and optimization strategies.
  • Achieve targeted levels of self-service coverage and customer satisfaction
  • Develop and integrate tools, products and services, enabling customers to get answers to support questions and take control of their journey

Reduce operational risks and costs and leverage operational opportunities post-booking:

  • Achieve targeted metrics on cost reduction and query resolution.
  • Develop business logic to standardize post-booking interactions with the customer
  • Maintain, expand and harmonize services connecting to integrated sourcing platforms.
  • Mitigate financial, legal risks from order management and fulfillment processes.

Drive the adoption of new technologies at group level, integrating shared services.

Key Responsibilities

  • Contributes to vision and roadmap of Chatbot, MyAccount and Self-Service Capabilities
  • Creates and actively nurtures product backlog together with the teams of software engineers
  • Creates product backlog for other development teams for your initiatives
  • Creates and evaluate business cases for your initiatives
  • Follows usage, adoption and performance of products you own (platform, agent user interface).
  • Close collaboration with business owners, fellow Product Owners and development teams
  • Coordination of dependencies with other teams
  • Generates new ideas that will achieve key objectives for the product line and business.
  • Validates if stories meet acceptance criteria and comply with the Definition of Done

What you bring to the table

  • You are passionate about delivering online support to our customers, balancing costs, risks and customer experience.
  • At least 3 years experience of working as a product owner
  • Great at stakeholder management in order to drive better results from collaboration
  • Ability to facilitate communication and collaboration between internal and external stakeholders
  • Solid Agile experience
  • Bachelor or Master degree in Business, IT or Economics
  • Ability to research & deliver complex business requirements
  • Intermediate SQL skills
  • Knowledge and experience in customer self-service
  • Knowledge and experience in first line customer support through chat
  • Ability to quickly adapt to rapidly evolving and changing business priorities,
  • A result driven team player
  • A data driven approach towards problem solving
  • Great communication and presentation skills, able to tailor messages to a variety of audiences
  • Fluent written and spoken English is essential

What you can expect from us

  • Competitive salary and other amazing benefits, such as covered travel costs, discounted ongoing cancellation / travel insurances and a bike plan.
  • 30,5 days of paid leave, so plenty of time to enjoy your global travel adventures!
  • Many internal development courses to keep on learning and growing.
  • An environment where you can keep a healthy work-life balance: even when we can go back to the office to collaborate as teams, you will still continue having a balance between working from home and from the office.
  • Flat hierarchy where your voice can be heard, welcomed and appreciated at all levels in the organization. 
  • A diverse, inclusive and multicultural working environment 
  • Top floor office in Amsterdam (close to Central Station) with an amazing view!
  • Free fruit, company bar (free beer!), team drinks and company events.

About Travix

Travix is one of the leading global online travel agencies, operating with four brands: CheapTickets, Vliegwinkel, BudgetAir and Flugladen. In 2020 we took our next step becoming part of the Group family, one of the largest online travel companies in the world, consisting of, Ctrip, Skyscanner, Make my Trip and Qunar. Travix currently operates in over 40 countries expanding in 5 continents, so a global mindset comes natural to us. Our purpose is ‘the next journey at your fingertips’ which goes for both our customers and employees. We bring together passionate people, global partners, and an innovative platform to deliver the best end-to-end booking experience for our customers.

Make your career at Travix

At Travix, everyone is welcome. Our global team has over 40 different nationalities and we embrace everyone’s authenticity. We have proven to grow people internally, we are proud of our passionate company culture and we love to dream big. Ever since our company was founded, our aim has been to create a work environment where people can thrive, be creative and ultimately build their own legacy within the company. More now than ever we are at a pivotal moment in our company’s existence: where we are preparing for when the world is ready to travel again. With cutting-edge technology, strong partnerships, a  strategic vision and the resources and stability of the Group, we provide an international playground where our employees can truly impact the future of traveling. 

To accelerate this momentum, we're looking to grow our team. If you share the same values as we do, you are just as passionate and ready to build your own legacy, then there is plenty of room here at Travix. 

Ready to start your own Travix journey?

Think you have what it takes? Then, we would love to hear from you. 

Apply now

Thank you

Your application has been sent. We will contact you shortly on how to proceed.

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