Responsibilities
- Champion our operational excellence culture across our operations.
- Define service excellence strategy with a customer centric focus in all decision making.
- Enable our next-generation customer experience of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes.
- Partnering with R&D, and Policy teams you have the opportunity to make a significant impact in creating an effortless experience for our customers, developing best practice standards and technologies.
- Operating in our fast-moving and highly competitive environment, part of a team that are embedded advocates for our customers in our behaviour and decision making to win our customers.
- AI-Tooling Strategic investment plan over 2-4 years building best in class technology that replaces legacy tooling.
- Continuously identify opportunities to leverage AI-tooling to enhance the customer experience.
- Define new AI-Assistance success metrics, putting customer resolution before cost-to-serve strategies.
- Process Improvement & Innovation Leverage customer insights and data analytics to identify process gaps and friction points.
- Lead re-engineering and standardization initiatives using Lean / Six Sigma methodologies.
- Partner cross-functionally to simplify workflows, reduce cost-to-serve, and improve resolution speed.
- Knowledge & Training Excellence Build and evolve global training programs to enhance product knowledge and service capability.
- Partner with Learning teams to implement scalable onboarding and continuous learning models.
- Quality Assurance Define and oversee AI and Human-agent quality assurance frameworks.
- Drive measurable improvements in Customer-Sentiment, Resolution Rate, and reduce Contact-Propensity.
- BPO Go-to-Market Project Management Lead cross-functional initiatives that align service excellence with business OKRs.
- Drive automation, AI adoption, and self-service enablement to enhance efficiency.
- Stakeholder Management Working with Service Delivery leaders to define future success metrics.
- Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.
- Act as a thought partner to C-level leaders, influencing decisions.
- Leadership & People Development Manage, coach, mentor and inspire a global team of service professionals.
- Foster a culture of accountability, collaboration, and innovation across geographies.
- Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment.
Requirements
- Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation.
- Bachelor’s degree or equivalent related experience.
- Managed both Global Vendor BPO Operations and In-house escalation or resolution teams.
- Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology.
- Strong commercial awareness, with the ability to balance resolution experience with efficiency.
- Relentless collaboration building strong stakeholder relationships to influence and execute.
- Close-Loop resolution for product or process blockers causing customer friction with measured impact.
- Customer first mindset, advocating for simplicity and putting yourself in the shoes of the customer.
- Traveler first: drive exceptional value and effortless resolution service-support (essential).
- Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential).
- Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required).
- Strategic thinker: with strong influence skills and ability to leveraging data (required).
- Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required).
Nice to Have
- Experience in a similar role within the Travel Industry (Preferred).
Benefits
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule.
- Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Work Arrangement
Hybrid
Additional Information
- If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
- If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
