At a Glance
- Tasks: Lead AI projects to enhance customer service and improve traveller experiences.
- Company: Join Tripadvisor, a global leader in travel and experiences.
- Benefits: Flexible work options, competitive pay, travel perks, and tuition assistance.
- Other info: Dynamic team culture focused on collaboration and continuous improvement.
- Why this job: Make a real impact in the travel industry with innovative AI solutions.
- Qualifications: 3+ years in project management, especially in customer service or AI.
The predicted salary is between 69750 - 85250 £ per year.
- AI Project Manager | Tripadvisor
- 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 The Fork.
Job Location: Hybrid This role is a hybrid position that requires 2 days per week in our London office.
Who we are looking for
We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations.
This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog.
As part of the Service Excellence team you will work closely with our AI Automation Lead working cross-functionally with our R&D, Technology, Service-Operations, Data and Supply teams to ensure AI implementation projects are delivered on time, driving measurable value to our Travelers.
Key Responsibilities
- AI Strategy & Project Delivery Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review.
Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities.
Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams.
Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms.
Operations & Performance Monitor AI system performance (e. g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles.
Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling.
Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation.
Ensure AI tools comply with data protection regulations (e. g.
UK GDPR) and internal governance frameworks.
Stakeholder Engagement & Change Management Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions.
Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools.
Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour.
Present project updates, performance data, and business cases to senior leadership and executive stakeholders.
Governance & Ethics Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions.
Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways.
Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance.
Required Experience & Skills
Essential 3+ years of project management experience, ideally within customer service, contact centre, or CX environments.
- Demonstrated experience delivering AI, automation, or digital transformation projects (e. g. conversational AI, RPA, NLP, knowledge management tools).
- Strong understanding of customer service operations, including contact centre metrics, workflows, and team structures.
- Excellent stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
- Proficiency with project management methodologies (Agile, Scrum, Waterfall, or hybrid approaches).
- Analytical mindset with experience using data to track performance and make evidence-based decisions.
- Familiarity with data privacy obligations relevant to AI, including UK GDPR.
Desirable Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar.
- Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in a service context.
- Project management certification (e. g. PMP, PRINCE2, APM, or SAFe).
- Background in change management, employee engagement, or learning & development.
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 Accessible Recruiting@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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CX Project Manager employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land CX Project Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doist. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Doist before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Project Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Doist:Your cover letter is your chance to shine! Tell us why you want to work at Doist specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Doist!
How to prepare for a job interview at Doist
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
