Vice President of Customer Operations

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it’s never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

The Vice President of Customer Operations is responsible for overseeing and optimizing all aspects of our high-volume and highly seasonal customer service operations. This role involves leading strategic initiatives to improve service efficiency, quality, and scalability while maintaining high customer satisfaction levels. The VP will drive operational excellence through best practices, technology, and workforce optimization, ensuring the company can support its growing e-commerce business. This role will sit on the Viator executive team and contribute to long-term strategy for the brand, as well as support other brands in the Tripadvisor Group Portfolio.

The ideal candidate will have extensive experience in managing large-scale customer service operations, including in-house call centers, outsourced partnerships, and implementing cutting-edge customer service technologies. Strong leadership, strategic vision, and a data-driven approach are critical for success in this role. A proven track record of leveraging AI for business process automation and customer service optimization is essential.

Key Responsibilities:

Leadership and Strategy:

• Develop and execute the overall customer operations strategy to enhance the customer experience and drive operational efficiency across all channels (phone, chat, email, self-service).
• Provide leadership and direction to the customer service teams, including in-house and outsourced operations, ensuring alignment with the company’s business goals.
• Establish and maintain scalable customer operations processes, ensuring high-quality service delivery as the business grows.

Business Process Outsourcing (BPO) Management:

• Oversee all call center operations (both in-house and outsourced), ensuring high levels of customer satisfaction, service level agreements (SLAs), and operational KPIs are met.
• Lead the selection, negotiation, and management of outsourcing partners, ensuring they deliver according to contractual obligations and performance standards.
• Implement workforce management tools and practices to optimize staffing, improve response times, and handle peak volumes effectively.

Customer Experience & Process Improvement:

• Champion a customer-centric culture across the organization, driving initiatives to improve the end-to-end customer journey.
• Identify and implement best practices, processes, policies, and technologies to improve first-contact resolution, reduce customer effort, and enhance overall service levels.
• Drive continuous improvement through data analysis, feedback loops, and performance reviews, ensuring issues are addressed promptly and opportunities for improvement are captured.

Technology, AI & Innovation:

• Leverage AI and automation technologies to streamline and enhance business processes, including customer support, ticket routing, chatbots, and self-service platforms, improving both operational efficiency and customer satisfaction.
• Partner with R&D teams to introduce advanced technologies, including AI-driven tools and analytics, to optimize customer service and personalization efforts.
• Oversee the integration of omni-channel customer support tools (chatbots, self-service portals, CRM systems) to ensure seamless customer experiences across all platforms.

Financial and Operational Performance:

• Manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality.
• Monitor and report on key operational metrics (e.g., customer satisfaction, average handle time, resolution rates) to ensure continuous improvement and alignment with company goals.
• Ensure compliance with regulatory requirements and industry best practices across all customer operations.

Collaboration & Cross-Functional Leadership:

• Work closely with other departments, including marketing, product, logistics, and IT, to ensure customer feedback is integrated into product development, marketing campaigns, and service improvements.
• Serve as a key member of the executive leadership team, contributing to overall business strategy and decision-making.

Qualifications:

• 15+ years of leadership experience in customer operations, with a focus on call centers, customer support, and outsourcing management.
• Proven track record of managing large-scale customer service operations in an e-commerce or fast-paced environment.
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery.

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.

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