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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 competitive pay, flexible work options, and generous perks like tuition assistance and travel discounts.
- Why this job: Make a real impact on customer experiences while working with a passionate team.
- Qualifications: 10+ years in customer operations and proven leadership skills required.
- Other info: Hybrid role with opportunities for growth and a culture that values collaboration and innovation.
The predicted salary is between 72000 - 108000 ÂŁ per year.
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.
Director, Service Delivery | Viator in London employer: Tripadvisor
Contact Detail:
Tripadvisor 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 industry, attend events, and connect with potential colleagues on LinkedIn. 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 makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common interview questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
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 a customer-first strategy.
Showcase Your Leadership Skills: We want to see your leadership style! Share examples of how you've managed teams and fostered a culture of accountability and collaboration. This is key for us at StudySmarter.
Be Data-Driven: Demonstrate your ability to leverage data in your application. We love candidates who can identify improvement opportunities and have an A/B testing mindset. Show us how you've used data to make decisions in the past!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
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, 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—key aspects of their culture.
✨Be Data-Driven
Since the role requires leveraging data for decision-making, come prepared with examples of how you've used data to drive improvements in customer experience or operational efficiency. This will show that you can think strategically and execute at speed.
✨Prepare for Scenario-Based Questions
Expect questions about handling customer escalations and improving service delivery. Think of specific scenarios where you've resolved issues or implemented successful strategies, as this will highlight your problem-solving skills and customer obsession.
