What are the responsibilities and job description for the Digital Success Manager position at EF World Journeys?
At EF World Journeys, we believe that the best way to learn about the world is to experience it, and we strive to help as many people as possible share that experience. EF Go Ahead Tours, EF Ultimate Break and EF Adventures are divisions of EF World Journeys, and we make world travel easy. We want to empower travelers of all ages to get out there and experience something new on our guided tours. If you share this passion for opening the world, come work with us!
On the World Journey’s Engineering team, you’ll join a group of engineers, product professionals, analysts, and UX/UI designers who build the applications and systems that make travel happen. We power every step of our customer’s journey – the e-commerce experience on the web, the platforms with which personalized itineraries are created, the mobile app that enhances the travel experience, and so much more. We also power our internal users to serve those customers as effectively as possible and understand both tactically and strategically how effectively every aspect the business is currently operating.
How You Work
As a Digital Success Manager, you’ll be the vital link connecting our engineering and analytics teams with internal users across the organization, ensuring they fully leverage our data tools and technology. As a member of the Product Management organization, you will be an expert on the needs of data and analytics users, enabling them to maximize the value they get out of our data platform. This includes becoming an expert in our reporting and BI tools, analytics products, and customer data platform (CDP) that power our insights.
What You’ll Do
This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.
In addition, you can expect:
Some companies are in the Business of Technology.
Others are in the Business of Finance…Sports…Or Soft Drinks.
At EF, we’re in a different kind of business.
One that’s a little less tangible, and a lot more important.
We’re in the Business of Understanding.
For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities - each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.
On the World Journey’s Engineering team, you’ll join a group of engineers, product professionals, analysts, and UX/UI designers who build the applications and systems that make travel happen. We power every step of our customer’s journey – the e-commerce experience on the web, the platforms with which personalized itineraries are created, the mobile app that enhances the travel experience, and so much more. We also power our internal users to serve those customers as effectively as possible and understand both tactically and strategically how effectively every aspect the business is currently operating.
How You Work
As a Digital Success Manager, you’ll be the vital link connecting our engineering and analytics teams with internal users across the organization, ensuring they fully leverage our data tools and technology. As a member of the Product Management organization, you will be an expert on the needs of data and analytics users, enabling them to maximize the value they get out of our data platform. This includes becoming an expert in our reporting and BI tools, analytics products, and customer data platform (CDP) that power our insights.
What You’ll Do
- Develop an in-depth understanding of the users you support, their goals, and workflows to anticipate their data and analytics needs.
- Gain expertise in our digital tools, including reporting, BI, and analytics solutions, and understand how to best leverage them to meet organizational objectives.
- Develop and maintain user-facing documentation and create training materials that enhance confidence and platform adoption.
- Facilitate the successful rollout of new data tools and features by coordinating launch and training plans with Product, Training, and Power Users.
- Conduct routine trainings, onboarding sessions, and workshops that build a shared understanding of platform fundamentals and industry best practices.
- Develop and implement adoption scorecards to track and measure how effectively business units are utilizing new features and functionalities delivered by our Engineering teams.
- Act as a bridge between users and the Engineering/Product team, escalating issues and advocating for user needs.
- Engage continuously with users to gain insights into their pain points, collect feedback, and identify improvement opportunities for our data platform.
- Provide P1 support by owning the engineering and analytics support portal, managing user support requests, providing enablement feedback, prioritizing issues, and identifying when to escalate.
- Establish goals for user success within the data platform, providing regular updates and sharing insights to inform platform enhancements.
- You have 2 years in a digital customer success, product support, training, or product ownership role, ideally within data or analytics platforms.
- You’re passionate about technology and its ability to solve problems and drive business results.
- You have a strong understanding of data and analytics concepts and reporting. Experience with data models, data visualization tools, and or data warehouses is a plus.
- You can translate complex technical concepts into simple, user-friendly language for a variety of audiences.
- You are passionate about building relationships, understanding user needs, and providing excellent stakeholder service.
- You are an organized self-starter who takes initiative and are comfortable working independently.
- You can work calmly under pressure, triaging issues, and ensuring that users receive timely and effective support.
- Travel to support users in other EF offices may be required
- In office minimum of 3 days a week, full-time in office preferred
This is the most fun, high caliber place you’ll ever work. Ask any employee why they love EF (whether they’ve been here 10 minutes or 10 years) and they’ll probably tell you the same thing: it’s the people. When you work at EF, you join a purpose-driven, international and energetic community that thrives on continuous learning, fearless innovation and mutual support.
In addition, you can expect:
- Paid International Business Travel opportunities
- Eligibility for our Workplace Flexibility Program: This role is based in our beautiful downtown office, with up to two days working from home per week with our pilot hybrid work model
- Commitment to professional growth: robust monthly calendar of trainings and workshops
- Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
- 25% company match on your 401(k) contributions
- Market-leading medical, dental and vision coverage, along with options for life and disability insurance, legal and pet insurance
- Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
- Access to fertility care and family-building support
- Wellness benefits and a yearly fitness reimbursement
- Frequent social and learning events, including access to our employee-run “EFinity” groups
- Robust Employee Assistance Program
- Tuition reimbursement
- Tenure-based sabbatical eligibility
- EF Product Discounts (discounts on travel, international language schools, childcare with our Au Pair product and more)
- Discounts at local venues and businesses
Some companies are in the Business of Technology.
Others are in the Business of Finance…Sports…Or Soft Drinks.
At EF, we’re in a different kind of business.
One that’s a little less tangible, and a lot more important.
We’re in the Business of Understanding.
For over 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities - each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.
