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Director, Service Excellence

London, England, United Kingdom

About Tripadvisor 

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

 

Who are we looking for?

As the Service Excellence Director you will champion our operational excellence culture across our operations.  You are accountable for defining service excellence strategy with a customer centric focus in all decision making.  This role will 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.   At Tripadvisor we are customer first in all decision making.

 

Job Location: Hybrid. This role is a hybrid position that requires 2-3 days per week in our London/Oxford office.

 

Key Responsibilities:

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

Minimum Qualifications & Experience:

  • 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

 

Skills you should bring to the role:

  • 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)

  • Industry:  Experience in a similar role within the Travel Industry (Preferred)

What We Offer 

  • 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.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

 

We strive to create an accessible and inclusive experience for all candidates. 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!

 

 

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