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- Tasks: Lead customer service strategy and ensure seamless support for travellers and partners.
- Company: Join Tripadvisor Group, a leader in travel experiences and customer satisfaction.
- Benefits: Enjoy competitive pay, flexible work options, and perks like tuition assistance and travel discounts.
- Why this job: Make a real impact on customer experiences while working with a dynamic, global team.
- Qualifications: 10+ years in customer operations and strong leadership skills required.
- Other info: Hybrid role with opportunities for growth and a culture of collaboration.
The predicted salary is between 60000 - 84000 ÂŁ per year.
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.
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.
Key Responsibilities:- 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 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)
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
What We Offer:
- Competitive compensation packages, including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule. Work-life balance is ingrained in our culture by design.
- Donation matching. Give back? Give more!
- Tuition assistance. Want to level up your career?
- Lifestyle benefit. An annual benefit to spend on yourself.
- Travel perks. We believe that travel is employee development.
- 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.
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviours 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.
We succeed together. The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.
We strive to create an accessible and inclusive experience for all candidates.
Director, Service Delivery | Viator in London employer: TripAdvisor LLC
Contact Detail:
TripAdvisor LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Service Delivery | Viator in London
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those connected to Tripadvisor or Viator. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by diving deep into the company culture and values. Show how your experience aligns with their customer-first approach. We want to see that you're not just a fit on paper but also in spirit!
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for service delivery and how you can enhance customer experiences. Remember, it’s all about making that effortless resolution happen, so let your passion shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Director, Service Delivery | Viator in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Director, Service Delivery role. Highlight your experience in customer operations and service excellence, and show us how you can drive exceptional value for our travellers.
Showcase Your Leadership Skills: We want to see your ability to manage and inspire teams. Share examples of how you've coached and developed talent in previous roles, especially in a global context. This will help us understand your leadership style.
Be Data-Driven: Since this role involves leveraging data to identify improvement opportunities, make sure to include any relevant metrics or results from your past experiences. Show us how you've used data to enhance customer experiences.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at TripAdvisor LLC
✨Know the Company Inside Out
Before your interview, dive deep into Tripadvisor and Viator's mission, values, and recent developments. Understanding their customer-first approach and how they leverage technology will help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Director, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and mentoring experiences that fostered a culture of accountability and collaboration.
✨Be Data-Driven
Since the role requires leveraging data for decision-making, come prepared with examples of how you've used data to identify improvement opportunities in customer service. Discuss any A/B testing or metrics you've implemented to enhance customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about potential customer friction points and how you would address them, especially in a fast-paced environment. This will showcase your strategic thinking and execution at speed.