At a Glance
- Tasks: Lead and optimise service operations for a global travel brand.
- Company: Join Tripadvisor Group, the world's trusted source for travel experiences.
- Benefits: Flexible work, competitive pay, tuition assistance, and travel perks.
- Other info: Dynamic hybrid role with excellent career growth opportunities.
- Why this job: Shape the future of travel while making a real impact on customer experiences.
- Qualifications: 5+ years in operations management with strong people leadership skills.
The predicted salary is between 60000 - 75000 £ 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 employer: TripAdvisor LLC
At Tripadvisor Group, we pride ourselves on being an exceptional employer that champions a culture of flexibility, collaboration, and continuous improvement. Our hybrid work model allows you to balance your professional and personal life while enjoying competitive compensation, generous benefits, and ample opportunities for career growth. Join us in London, where you'll be part of a dynamic team dedicated to delivering outstanding customer experiences and shaping the future of travel.
StudySmarter Expert Advice🤫
We think this is how you could land Service Resolution Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Service Resolution Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. Think of specific situations where you've demonstrated leadership, problem-solving, or customer focus. This will help you stand out as a candidate who can deliver high-quality outcomes.
✨Tip Number 4
Don't forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Resolution Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operations management, especially in contact centres. We want to see how your skills align with our needs for the Service Resolution Manager role.
Showcase Your People Skills:As a people leader, it’s crucial to demonstrate your ability to coach and develop teams. Share specific examples of how you've led teams to success and fostered a culture of accountability and performance.
Be Data-Driven:We love numbers! Include examples of how you've used operational data to drive decisions and improve processes. This will show us that you can leverage insights to enhance service delivery and meet KPIs.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at TripAdvisor LLC
✨Know the Company Inside Out
Before your interview, dive deep into Tripadvisor Group's mission, values, and recent developments. Understanding their focus on customer experiences and operational excellence will help you align your answers with their goals.
✨Showcase Your People Management Skills
As a Service Resolution Manager, you'll be leading teams. Prepare examples of how you've successfully managed both onshore and offshore teams, focusing on performance management and coaching. Highlight specific instances where your leadership made a difference.
✨Be Data-Driven
Since the role requires using operational data to drive decisions, come prepared with examples of how you've used data in past roles. Discuss how you tracked performance against KPIs and made adjustments based on insights.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-time operations. Think of scenarios where you identified operational risks or implemented improvements, and be ready to discuss the outcomes.
