Meet Kristin Dorsett, our guest for this Spilling the T episode, who transitioned from aspiring writer to Chief Product Officer at Viator.
Kristen’s journey is nothing short of inspiring. Starting with her initial roles in PR and literature, she discovered her passion for tech at HomeAway, propelling her career into product management. This chapter of her life reveals her natural talent for solving customer problems, which she discusses with a mix of humility and insight, recounting her shift from marketing and sales into the dynamic realm of product management.
Kristen’s knack for global collaboration and communication shines through as she shares her experiences working with remote and dispersed teams. Imagine managing 30 cross-functional pods, each focused on different elements of Viator’s business, from operator-facing products to affiliate networks. Kristen breaks down the structure and importance of these teams, and how mastering the technical language has been crucial for effective collaboration with engineering teams. Her approach to fostering a cohesive work environment, despite geographical barriers, provides valuable lessons for product managers and tech leaders alike.
Finally, Kristen delves into the strategies behind building lasting customer loyalty. She dispels the myth of isolation in tech roles, emphasizing the importance of cross-functional collaboration and continuous learning. From enhancing post-booking experiences on the Viator app to addressing in-destination needs, Kristen demonstrates how iteration and customer-centric thinking can lead to increased user engagement and loyalty. Aspiring product managers will find her advice invaluable, as she underscores the significance of understanding customer pain points and leveraging resources to build impactful solutions. Tune in to uncover how Kristen’s unique perspective and dedication have made a real-world impact in the tech industry.
