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For Companies At a Glance
- Tasks: Lead customer service strategy and enhance support for travellers with innovative solutions.
- Company: Join Tripadvisor, a global leader in travel experiences and customer-centric culture.
- Benefits: Flexible work options, competitive pay, travel perks, and tuition assistance for your growth.
- Why this job: Make a real impact on customer experiences while working in a dynamic, supportive environment.
- Qualifications: 10+ years in customer operations and proven leadership skills required.
- Other info: Embrace a culture of collaboration, accountability, and innovation across global teams.
The predicted salary is between 72000 - 108000 £ per year.
Overview
Front Line Support 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.
Elevated Knowledge:
- 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.
Stakeholder Management:
- 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.
Leadership & People Development:
- 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.
Financial Steward:
- Responsible for line of business budgets and finances.
- Define project ROI investments.
- Compensation strategy to resolve and retain.
Qualifications:
- 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 leverage 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.
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.
- Flexible schedule. Work-life balance is ingrained in our culture by design.
- 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.
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 the solutions of tomorrow across every aspect of our business.
- We succeed together. The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.
Service Delivery Director employer: Tripadvisor
Contact Detail:
Tripadvisor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Director
✨Tip Number 1
Network like a pro! Get out there and connect with people in the travel industry. Attend events, join online forums, and don’t be shy about reaching out 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 customer-first approach and think of examples from your experience that align with their values. This will show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it relates to the role of Service Delivery Director. Focus on your leadership skills and how you’ve driven service excellence in the past. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. So, get that application in and let’s make some magic happen!
We think you need these skills to ace Service Delivery Director
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Director role. Highlight your experience in customer operations and service excellence, and show how your skills align with our mission of being customer-first.
Showcase Your Leadership Skills: We want to see how you've managed and inspired teams in the past. Share specific examples of how you've built talent pipelines or fostered a culture of collaboration and innovation in your previous roles.
Be Data-Driven: Since we value a data-driven approach, include any relevant metrics or results from your past experiences. Show us how you've used data to identify improvement opportunities and drive customer satisfaction.
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 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 the company's mission, values, and recent news. Understanding their customer-first approach and how they leverage technology in service delivery will help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Service Delivery Director, you'll need to manage and inspire teams. Prepare examples of how you've successfully led teams in the past, focusing on coaching, mentoring, and fostering a culture of accountability and collaboration.
✨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 A/B testing or using AI tools to enhance efficiency.
✨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 processes, and be ready to discuss the impact of your actions.
