Experience Operations Manager

Remote Year is a fast-growing global startup that focuses on changing peoples' stories and lives through community-based travel. Remote Year curates communities of interesting professionals, entrepreneurs, and freelancers from across the globe to travel on Retreats and 1, 4, or 12 month Work & Travel programs together. We have recently introduced a membership based model enabling our customers to enjoy Community access, discounted travel, access to events and more. 93% of our customers report having a positive experience, and we are proud to continue to try to improve that number. As a brand, we believe that remote work is critical to a healthy work environment, and that travel while working remotely can lead to innovation, leadership, and growth.

We believe in the transformative power of travel, and empower people to unleash their human potential as they live, work, learn, and grow in the world’s most inspiring destinations on our 1 week retreats or 1-month, 4-month, and 12-month journeys. 

We are pioneers in remote working, and as a fully remote and virtual company, we believe that travel and remote work lead to innovation, exploration, and personal and professional growth.

Why work with us?

• You will join an exciting, diverse, globally distributed team, passionate about everything 'remote' and delivering an incredible experience
• You will have an impact on shaping our future products
• Each and every day is guaranteed to be different, bringing new excitement, opportunities and challenges
  

JOB SUMMARY
The Experience Operations Manager will work closely with the Product Lead to help improve and operationalize all Marketplace Experiences in all RY destinations. You will help resolve customer requests in a timely manner and ensure products are maintained and launched as seamlessly as possible while working  intimately with The RY Hub, Shopify and Hubspot simultaneously.

In this role, you can expect to spend a fair amount of time executing on administrative tasks while helping roll out standards of service across existing and new RY destinations. You’ll need to partner with a variety of internal stakeholders across our onboarding, delivery and content  teams. 

The ideal candidate will bring a positive, service-oriented approach to the team, and will be an innovative self-starter that likes to get stuff done in an efficient manner. 

This is a 100% full time remote role. 


KEY RESPONSIBILITIES
Responsibilities include (but not limited to):

• Support the management of products, collections, and experience across Marketplace (Shopify) throughout the product life cycle including setup, monitoring, optimization and maintenance.
• Manage the informational fields for each product, working closely with the local teams and partnering with the content team to support content management. 
• Manage the Marketplace email inbox, which may involve facilitating orders, refunds and changes regularly. 
• Facilitate photography needs of products when necessary and maintain product image gallery with the content team. 
• Conduct focus groups and feedback sessions with our customers to help improve the Marketplace experience. 
• Help create and maintain experience playbooks and processes as well as  proactively look for opportunities to improve day-to-day and long-term planning and workflows.
• Assist key stakeholders with other special projects where needed.
• Implement and maintain best practices for third party vendor Health & Safety protocols and compliance.
• Help identify improvements or new opportunities to maximize Marketplace revenue across all destinations.
• Assist the City Teams with the Marketplace set up for new destinations.
  

EXPERIENCE
Must have: 

• 1+ year of eCommerce experience, preferably with Shopify
• Strong customer service skills for responding to inquiries
• Ability to organize and prioritize, managing multiple projects with high attention to detail
• Excellent communication skills, both written and verbal
• Willingness to take direction and input from multiple people
• Ability to work independently as well as in a team

Nice to have:

• Remote working experience
• Past experience working within Tourism / DMC / Event Industries.

CLOSING DATE
Friday 14th October - 6pm ET