TravelClick

  • Channel Management Product Specialist

    Job Locations ES-Barcelona
    Job ID
    2018-2663
    Category
    Product
  • Overview

    The Channel Management Product Specialist works within TravelClick´s Operations and is the liaison point of contact between our Operations, Connectivity and Technical teams, reporting to the Channel Management Technical Account Manager for International.

    Responsibilities include representation for International within the relevant Channel Management and Connectivity meetings, beta testing and implementation of any new OTA connection within our support regions, project management and guidance within the Mapping Intern’s team, be the first point of contact for technical questions within the Channel Management spectrum for Customer Care and Implementations and support the Technical Account Manager in the resolution of escalations end-to-end as well as in the completion of projects, be those short-, mid- or long-term, related to Channel Management in the International regions.

    Responsibilities

    • Representation for International within all needed Channel Management and Connectivity meetings.
    • Active participation in those meetings and update documentation and notes timely to ensure the latest information is shared with the relevant teams.
    • Beta testing and implementation of any given OTA connection where International representation and engagement is needed.
    • Keep track of all upcoming OTA connects, processes in a Project Management File for visibility and transparency and inform both the Technical Account Manager and the Connectivity Teams on advances on a weekly basis.
    • Timely inform the Technical Account Manager of current situation with upcoming OTAs, technical discussions, escalations and risk management that might impact the teams on a daily basis.
    • Support the Technical Account Manager in the completion of projects (short-, mid- and long-term) and resolution of escalations in a fast-paced environment.
    • Project management tasks within the Mapping Intern’s team to ensure deadlines are met and continuously offering guidance, providing training sessions and ensuring the team’s knowledge continuous to grow over time.
    • Support Operations (Customer Care, Implementations and Management) with technical assistance and operational help as needed.
    • Support the teams with any needed training sessions on Channel Management products and documentation, in coordination with the International Operations Training Manager.
    • Continuously review our processes and standards in Channel Management with an analytic mind and suggest improvements to benefit our teams within Operations for this product branch. To be coordinated with the International Operations Training Manager.
    • Keep abreast of new product developments and enhancements within the Channel Management area.
    • Act as the first point of escalation for Junior (L1) questions prior to distribution to other departments, teams, or the Technical Account Manager.
    • Ensure issues are completely researched when escalating and prioritizing within the L3 teams and correctly documented prior to raising to L3. Ensure Customer Care and Implementations is in compliance with all standards agreed to with other departments and coach the teams when needed.
    • Prioritize and rank L3 items and escalations per our standards and processes.
    • Act as the liaison between Customer Care, Implementations and L3 Tech to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented
    • Other related tasks and projects

    Basic Qualifications

    • Senior expertise within the Channel Management area (IHOS, Channel Link, Channel Sync, Starwood RDP)
    • Ability to work under pressure in a fast-paced environment and meet deadlines
    • Ability to work within a team and be point of contact for different departments
    • Ability to work autonomously and be resolutive end-to-end in projects and escalations
    • Ability to coach teams and very high communication skills both in English and Spanish
    • Very good organizational skills, analytic and technical mind


    LANGUAGES REQUIRED FOR THE POSITION:

     

    • Must be fluent in English
    • Spanish is a plus
    • Other European languages a plus

     

    #LI-DS1

    EEO Statement

    “All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”

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