Vice President of Customer Operations (Viator)

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—making memories that will last a lifetime has never been easier.

We’re looking to bring on a highly collaborative and forward-thinking VP of Customer Operations. This isn’t a call centre management role – we’re looking for someone who can run a complex, multi-lingual customer service operation at scale, while planning for three, five, and ten years down the road, playing a critical role in delivering a 10/10 experience to every customer, every time.

In this role, you’ll lead:

• People: Provide leadership and direction to our customer service team, including in-house and outsourced operations, keeping this very large organization engaged, ambitious, and on-strategy.
• Strategy and operations: Lead and scale our current customer operations, exceeding the expectations of our millions of travellers.
• Transformation and technology: Advance our AI and automation capabilities to ensure we’re industry-leading in our approach to customer support, ticket-routing, chatbots, and self-service platforms.
• Business process outsourcing (BPO) Management: Oversee call centre operations, ensuring SLAs are met and high levels of customer satisfaction.
• Financial and operational performance: Manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality.

To succeed, you’ll need:

• 15+ years of leadership experience in customer operations across both B2C and B2B, with a focus on multi-lingual call centres, customer support, and outsourcing management.
• 3+ years as a member of an executive leadership team.
• Proven track record of managing large-scale (1000+ agents) customer service operations in an e-commerce or marketplace tech company.
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery.
• Strong experience with outsourcing, including vendor selection, contract negotiation, and performance management.
• Exceptional leadership, communication skills, and executive presence with the ability to influence and collaborate across levels and functions.
• Strong financial acumen, with experience managing budgets and optimizing operational costs.
• Expertise in workforce management, capacity planning, and performance analytics.
• Familiarity with customer service technologies, including CRM systems, AI, and automation tools.
• Data-driven with a strong focus on metrics and continuous improvement.
• Willingness to regularly travel internationally to meet with teams and visit vendors.

This role has the option for hybrid work from one of our European offices (Oxford, London, or Lisbon). The Viator leadership team is distributed across Europe and the US, and your direct team also spans across the US and UK.

Perks of Working at Viator:

• Competitive compensation packages, including base salary and annual bonus.
• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule.
• Donation matching.
• Tuition assistance.
• Lifestyle benefit.
• Travel perks.
• Employee assistance program.
• Health benefits.

Our Values:

• We aspire to lead.
• We’re relentlessly curious.
• We’re better together.
• We serve our customers, always.
• We strive for better, not perfect.