At a Glance
- Tasks: Drive booking performance and enhance customer experience across global operations.
- Company: Join Tripadvisor, the world's trusted source for travel experiences.
- Benefits: Competitive pay, flexible work options, travel perks, and tuition assistance.
- Other info: Collaborative culture with excellent growth opportunities and a focus on work-life balance.
- Why this job: Make a real impact on customer journeys and drive innovation in travel.
- Qualifications: 5+ years in operational execution and strong analytical skills required.
The predicted salary is between 58500 - 71500 £ per year.
- Performance Lead – Booking Assistance | Tripadvisor
- 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.
The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and The Fork.
Who are we looking for?
We are seeking a Performance Lead – Booking Assistance to drive conversion performance and enhance customer experience across our global outsourced operations.
In this role, you will bridge strategy and frontline execution to foster operational excellence across our BPO partner network.
By combining strong leadership with sharp commercial acumen, you will establish robust governance, develop agent capabilities, and align vendor partners with our growth and satisfaction goals.
The ideal candidate is a data‑driven problem solver skilled at turning operational analytics into actionable insights and product improvements.
You will analyse conversion funnels, identify drop‑off causes, and partner with Service Excellence, Product, Tech, and Data teams to reduce booking friction.
Whether shaping AI roadmaps or leading experiments, your ability to influence stakeholders and champion customer‑first innovation will directly boost conversions and improve the booking journey.
Job Location: Hybrid
This role is a hybrid position that requires 1‑2 days per week in our London office.
Key Responsibilities
- Drive
- Booking
Conversion: Rigorously track and analyse funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels.
- Lead Vendor Excellence: Partner with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities.
- Diagnose
- Root
Causes: Conduct deep‑dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution.
- Optimize
- Customer
Journeys: Translate frontline customer insights into concrete improvement initiatives, collaborating cross‑functionally with Product and Supply to eliminate journey friction.
- Champion AI & Automation: Co‑design and implement next‑generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities.
- Pioneer Operational Experiments: Design, launch, and evaluate pilot projects and A/B tests to validate conversion enhancements and scale high‑impact strategies across networks.
- Deliver Strategic Insights: Synthesize complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders.
- Mobilize Cross‑Functional Teams: Champion resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals.
- Minimum Qualifications & Experience
- Proven track record (5+ years) driving operational execution, sales/conversion growth, or performance management in customer‑centric environments.
- Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience.
- Demonstrated expertise in managing outsourced BPO operations, holding vendors accountable, and driving continuous capability improvements.
- Expert command of conversion funnel metrics, operational SLAs, and customer behaviour modelling.
- Strong analytical capability to perform root‑cause analysis and translate raw operational data into actionable strategic programmes.
- Proven ability to lead cross‑functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority.
- Uncompromising customer‑first mindset balanced with sharp commercial awareness.
Skills You Should Bring To The Role
- Commercial Mindset: Strong understanding of conversion and ability to connect operational performance with booking outcomes.
- Data Driven: Ability to use data to generate insights, identify root causes and prioritise opportunities.
- Vendor Leadership: Ability to influence BPO leadership, challenge performance and drive accountability.
- Strategic Thinking: Able to look beyond agent performance and identify wider customer journey, product and process opportunities.
- Experimentation: Strong test‑and‑learn/A‑B testing mindset with the ability to measure impact.
- AI & Technology: Understanding of how AI, automation and Agent Assist can improve customer journeys and frontline performance.
- Industry: Experience within Travel, e‑commerce or a marketplace environment.
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 programmes.
- 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 programme. We're here for you with resources and programmes 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.
- Our Cultural Pillars
- Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviours and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business.
Our execution is agile, data‑driven, prioritised, and built to scale.
We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject‑matter experts working toward shared goals.
We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter.
We transparently take ownership of our growth, individually and as a team.
We celebrate the quality of our effort, our learnings, and our collective achievements.
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 Accessible Recruiting@tripadvisor. com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor. com. We have all the answers!
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Performance Lead – Booking Assistance employer: TripAdvisor
At Tripadvisor/Bókun, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to take ownership of their roles. As a Business Development Manager, you'll benefit from extensive professional growth opportunities, collaborative cross-functional teams, and the chance to make a significant impact in a rapidly expanding environment. Our remote work flexibility allows you to thrive while enjoying a healthy work-life balance, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Lead – Booking Assistance
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Performance Lead – Booking Assistance at TripAdvisor!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like TripAdvisor or be willing to refer you for that Performance Lead – Booking Assistance position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from TripAdvisor who’s on the lookout for their next Performance Lead – Booking Assistance star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Performance Lead – Booking Assistance role at TripAdvisor!
We think you need these skills to ace Performance Lead – Booking Assistance
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at TripAdvisor. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at TripAdvisor
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at TripAdvisor. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
