At a Glance
- Tasks: Lead and optimise service operations for a global travel brand.
- Company: Join Tripadvisor Group, a leader in travel experiences.
- Benefits: Flexible work, competitive pay, tuition assistance, and travel perks.
- Other info: Hybrid role with a focus on continuous improvement and team development.
- Why this job: Shape the future of travel while developing your leadership skills.
- Qualifications: 5+ years in operations management and strong people leadership experience.
The predicted salary is between 40000 - 41000 £ 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.
Job Location: Hybrid – This role is a hybrid position that requires 1 day per week in our London office.
Who are we looking for?
As a Service Resolution Manager, you are accountable for translating operational strategy into day‑to‑day execution across onshore and offshore teams so that we consistently deliver high‑quality outcomes for our customers. You are a hands‑on operator who balances real‑time performance management with longer‑term planning, using data, people leadership, and cross‑functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals.
You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.
Key Responsibilities
- Operational leadership and strategy: Support long‑term operational planning and help influence strategy to meet company goals. Translate strategy into clear execution plans and targets for onshore and offshore teams. Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis.
- Day‑to‑day operations management: Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity. Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance. Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation.
- Quality, customer outcomes, and coaching: Ensure a strong quality focus so customer interactions consistently meet or exceed expectations. Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate “gold star” examples. Partner with Training and Quality to embed best practices and address service gaps.
- Compliance, safety, and governance: Enforce relevant regulatory, safety, and internal policy standards across all operational sites. Ensure teams understand and adhere to compliance requirements and escalation procedures. Support change control processes, assessing operational impact and ensuring smooth implementation.
- Stakeholder and vendor management: Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) and external partners to maintain alignment. Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners. Build and maintain strong professional relationships with cross‑functional teams, ensuring they understand and consider the operations strategy in their own plans.
- People leadership and team development: Lead, mentor, and coach a high‑performing team, providing clear expectations, feedback, and development opportunities. Foster a culture of accountability, ownership, and continuous improvement, leading by example. Support succession planning by identifying and developing talent within the operations team.
- Data, reporting, and continuous improvement: Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities. Prepare and present performance insights and business cases to support change initiatives and investments. Collect and synthesise employee and customer feedback to refine operational processes and influence improvements in related functions (e.g., Training, Quality, Real Time, Scheduling).
- Workforce planning and performance: Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps. Take ownership of mitigating scheduling and staffing risks that may impact service delivery. Align resourcing decisions with forecasted demand and operational priorities.
Minimum Qualifications & Experience
- 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment.
- Proven People‑Manager with 5+ years experience, managing both regional and global teams.
- UK based – working Hybrid.
- Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets.
- Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases.
- Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions.
- Hands‑on experience leading change initiatives and improving processes in a fast‑paced, dynamic environment.
- Strong people management experience, including coaching, performance management, and team development.
Skills you should bring to the role
- Customer‑focused: Committed to delivering excellent customer experiences through reliable, high‑quality operations.
- Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast‑paced environment.
- Data‑driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change.
- Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others.
- People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth.
- Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change.
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.
Service Resolution Manager London, United Kingdom employer: TripAdvisor LLC
Tripadvisor Group is an exceptional employer that champions a culture of flexibility, collaboration, and continuous improvement. With a hybrid work model based in London, employees enjoy a supportive environment that prioritises work-life balance, professional development through tuition assistance, and unique travel perks that enhance personal growth. The company fosters a strong sense of community, encouraging team members to innovate and excel while providing competitive compensation and generous benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Service Resolution Manager London, United Kingdom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TripAdvisor LLC. 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 TripAdvisor LLC 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 Service Resolution Manager London, United Kingdom
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 TripAdvisor LLC:Your cover letter is your chance to shine! Tell us why you want to work at TripAdvisor LLC 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 TripAdvisor LLC!
How to prepare for a job interview at TripAdvisor LLC
✨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.
