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For Companies At a Glance
- Tasks: Lead customer service strategy and ensure seamless support for travellers and partners.
- Company: Join Tripadvisor, a global leader in travel experiences and customer satisfaction.
- Benefits: Enjoy flexible working, competitive pay, travel perks, and tuition assistance.
- Why this job: Make a real impact on customer experiences while leading a dynamic team.
- Qualifications: 10+ years in customer operations with strong leadership and strategic skills.
- Other info: Hybrid role with opportunities for growth and a culture of collaboration.
The predicted salary is between 72000 - 108000 ÂŁ per year.
Overview
About Tripadvisor
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.
Who are we looking for?
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
Minimum Qualifications & Experience
- 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
Skills You Should Bring To The Role
- 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
Job Location: Hybrid
This role is a hybrid position that requires 2-3 days per week in our London or Oxford office.
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.
Our Cultural Pillars
- Traveler first: We exist to create value for our customer, the traveler.
- Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve.
- We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts.
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 at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com.
Director, Service Delivery | Viator employer: Tripadvisor
Contact Detail:
Tripadvisor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Service Delivery | Viator
✨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 us how your experience aligns with our 'traveller first' mindset and how you can drive exceptional service delivery.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for customer service excellence and how you would tackle challenges in a fast-paced environment. Confidence is key!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Director, Service Delivery | Viator
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 how you've managed teams and driven performance in previous roles. Share specific examples of how you've inspired and developed your team, and how you've tackled challenges head-on.
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 and operational efficiency.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Tripadvisor!
How to prepare for a job interview at Tripadvisor
✨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, Service Delivery, 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 collaboration, accountability, and innovation.
✨Be Data-Driven
Since the role requires leveraging data for improvement opportunities, come prepared with examples of how you've used data to drive decisions in previous roles. Highlight any experience with AI tools that improved efficiency or customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer-centric mindset. Think of specific scenarios where you've resolved customer issues or improved service delivery, and be ready to discuss the outcomes and lessons learned.
