Visit Group

Director

• Own and drive the product strategy, vision, and multi-year roadmap for a major product domain.
• Translate company-level product strategy into clear, prioritized roadmaps.
• Lead and coordinate cross-functional product teams, ensuring consistent execution, alignment, and value delivery across squads.
• Make portfolio-level prioritization and investment decisions based on business impact, customer value, and resource constraints.
• Ensure strong dual-track discovery and delivery practices, with measurable outcomes tied to OKRs and business metrics.
• Represent the product domain in key customer engagements and strategic forums.
• Act as the primary product liaison to executive leadership and key stakeholders.

Product Director

Customer Support

• Lead the end-to-end onboarding process for new customers, ensuring a smooth and structured implementation of BookVisit
• Configure the platform to align with each client’s operational needs and workflows
• Deliver onboarding sessions and training that enable confident and effective platform usage
• Own customer support interactions across phone, email, and digital meetings, providing timely and high-quality assistance
• Troubleshoot technical and operational issues related to BookVisit, PMS integrations, and connected third-party tools, escalating complex cases when needed
• Document and track support cases accurately in CRM and ticketing systems to ensure traceability and resolution
• Collaborate with Sales, Customer Success, and Product teams to enable seamless handovers and continuous service improvement

Solution Specialist – Onboarding, Customer Support

• Lead, coach, and develop a team of Solution Specialists across onboarding and customer support, setting clear goals and performance standards
• Own and continuously improve the end-to-end onboarding process to ensure a structured, scalable, and high-quality customer experience
• Act as the primary escalation point for complex or sensitive customer cases, stepping in directly when needed
• Drive high-quality customer support by staying hands-on with onboarding activities and support cases
• Monitor onboarding performance and customer satisfaction, identifying patterns and improvement opportunities
• Collaborate with Product, Engineering, Sales, and Customer Success teams to address recurring issues and reduce support volume over time
• Foster a collaborative, high-performing team culture aligned with VISIT’s values and ways of working

Product Director

Solution Specialist – Onboarding, Customer Support

Customer Support Team Manager – Onboarding, Customer Support