Product Specialist

Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success.  Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually. 

Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer.  Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.  Click here for more information about Travel Leaders Network. 

We are seeking a Product Specialist with experience in WordPress CMS to support the Leaders Edge Website Program. This role combines product ownership, customer support, and training responsibilities, serving both internal teams and travel advisor end users. The Product Specialist will work closely with Marketing, IT, and Support Services to enhance product experience, drive adoption, and ensure customer success.

Product Ownership

• Serve as the product owner and subject matter expert for the Leaders Edge Website Program, a templated website solution built on WordPress.
• Manage product enhancements and improvements based on business needs and user feedback.
• Gather, document, and prioritize business and user requirements to support product enhancements and strategic initiatives.
• Maintain and manage the product backlog, ensuring work is aligned with business objectives, customer needs, and available resources.
• Partner with stakeholders to define requirements, evaluate solutions, and establish priorities for product improvements.
• Coordinate with development teams throughout the software development lifecycle to support successful delivery of new features and enhancements.
• Monitor product performance, user adoption, and customer feedback to identify opportunities for continuous improvement.

Customer Support

• Partner with Support Services to resolve complex customer issues.
• Provide Tier 2 support to travel advisors, troubleshooting issues and ensuring effective use of the platform.
• Collaborate with WordPress developers and technical teams to investigate, prioritize, and resolve escalated issues, ensuring timely communication and resolution for end users.

Training & Adoption

• Serve as a confident and engaging presenter, regularly speaking to both internal and external audiences of varying technical skill levels.
• Lead live product demonstrations, training sessions, and large-group presentations at company meetings, webinars, and network events.
• Translate technical concepts into clear, user-friendly guidance tailored to diverse audiences.
• Participate in network events, conferences, and other customer-facing engagements in person as needed.

Cross-Functional Collaboration

• Collaborate with Marketing, IT, and Support Services to align product initiatives with business objectives and customer needs.

User Feedback & Continuous Improvement

• Collect, analyze, and prioritize user feedback to support product enhancements, feature development, and overall customer satisfaction.

• Bachelor's degree in Business, Technology, or a related field, or equivalent professional experience.
• Strong experience with WordPress CMS, website administration, and web technologies including HTML and CSS.
• Knowledge of website design and development practices, including third-party integrations, CRM platforms, and marketing automation tools.

• Experience gathering business requirements, managing priorities, and working within Agile or similar product development environments.

• Understanding of software development lifecycle (SDLC) processes.
• Familiarity with SEO best practices.
• Experience with Salesforce or similar CRM platforms.
• Strong analytical and problem-solving skills with the ability to resolve customer issues effectively.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Ability to remain calm, customer-focused, and solution-oriented in a fast-paced environment.

• Strong presentation and public speaking skills, with experience delivering training and product demonstrations.
• Ability to engage and educate technical and non-technical audiences in both in-person and virtual settings.
• Experience with Microsoft Office Products

PAY AND BENEFITS

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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