Director, Service Delivery | Viator

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 The Fork.

As the Service Delivery Director you are accountable for defining front line customer service strategy for our Viator-Experiences business. Hands on leader to ensure an effortless customer resolution first time, every time. Responsible for booking assistance, booking tours and activities, supporting our travelers, Travel Agents and Merchant Partners. Hybrid working across our Oxford and London offices.

Performance management of our front-line outsourced operations and point of contact for all business escalations managing in-house resolution teams. You will champion our operational excellence culture 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.

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.

Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams

Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution

Define service-solutions to reduce contact-propensity through product, policy and process improvement

Strategic review of operational network and define 2-4yr operational footprint

Point of contact for all business escalations to resolve and retain our customers

Stay connected to customer needs ensuring we win

Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise

Identify, build and evolve global training programs to enhance product knowledge and service capability.

Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities

Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.

Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment

Manage, coach, mentor and inspire a global team of service professionals.

Build a pipeline of talent and succession plans with apprenticeships

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

Responsible for line of business budgets and finances

Define project ROI investments

Compensation strategy to resolve and retain

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.

Demonstrated success leading a team; previous experience leading Managers and Team Leads

Strong commercial awareness, with the ability to balance resolution experience with efficiency

Close-Loop resolution for product or process blockers causing customer friction with measured impact

Relentless collaboration building strong stakeholder relationships to influence and execute

Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer

• Traveler first: drive exceptional value and…