At a Glance
- Tasks: Lead compliance audits and monitor processes to ensure top-notch service operations.
- Company: Join Tripadvisor, a global leader in travel experiences and trusted source for adventure.
- Benefits: Enjoy competitive pay, flexible work options, travel perks, and tuition assistance.
- Other info: Hybrid role with opportunities for career growth and a supportive work culture.
- Why this job: Make a real impact in the travel industry while ensuring exceptional customer experiences.
- Qualifications: 3+ years in customer operations with a focus on compliance and risk management.
The predicted salary is between 50000 - 65000 £ 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.
Job Location: Hybrid - This role is a hybrid position that requires 3 days per week in our London Office.
Key Responsibilities
- Audit and Monitoring: Performing regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes. Monitoring of AI and Human compliance in handling of refunds, promotions and Gesture of GoodWill processes.
- Risk Mitigation: Investigate potential compliance breaches or complaints, report findings to CS Management. Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance. Identify Refund or Gesture of Goodwill process/policy adherence, to identify if Supplier or Vendor error. Collaborate with AI Service Lead to ensure AI tools adhere to refund/compensation service processes.
- Policy Knowledge: Maintain working knowledge of tours & activities industry specific regulations, including consumer refund and compensation regulations. Drafting, updating, and enforcing internal refund/compensation processes to comply Regional regulations.
- Stakeholder Management: Take the lead on collaborating with business partners. Build trusted relationships with internal business units and external vendors.
- Reporting: Maintain audit documentation on processes and prepare compliance reports for CS Management. Maintain weekly Gesture of Goodwill spend reporting. Maintain weekly Supplier & Vendor Clawback for process/policy breach.
- Financial Steward: Responsible for auditing Gesture of GoodWill spending. Responsible for ensuring clawback from Supplier or external vendor is accurately credited to CS-OPS P&L.
- AI Automation: Build investment strategy to enable AI automated tooling to elevate ability audit and monitor operations. Working with CS AI Lead ensure future voice/non-voice AI-Assist remains compliant to regional regulations.
Minimum Qualifications & Experience
- Internal Auditor Certification/Certified Compliance Analyst.
- 3+ years experience in Customer Operations, Service Excellence or CX Transformation.
- Experience working with Global Vendor BPO Operations in an audit or risk analyst role.
- Gen AI Governance experience.
- Close-Loop resolution for process mitigation.
- 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).
- Data Driven: Strong ability to analyze data, identify trends, and resolve complex issues.
- Industry Experience in a similar role within the Travel Industry (Preferred).
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 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.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Service Operations Compliance Lead (Viator) employer: Tripadvisor
Tripadvisor is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid work model in the vibrant city of London. With competitive compensation packages, flexible schedules, and a strong emphasis on work-life balance, employees are empowered to thrive both personally and professionally. The company fosters a culture of trust and accountability, alongside unique benefits such as travel perks, tuition assistance, and a generous referral scheme, making it an attractive place for those seeking meaningful and rewarding employment in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Compliance Lead (Viator)
✨Get Involved in Local Travel Events
Join local tourism fairs or travel expos in your area. These events are a treasure trove for networking, and you can often meet hiring managers from companies like Tripadvisor who are looking for fresh talent for roles like Service Operations Compliance Lead (Viator).
✨Showcase Your Travel Know-How
Create a travel blog or use social media to share your experiences and insights about different destinations. This can help you stand out to recruiters in the travel industry, demonstrating your passion for the sector and your ability to engage with an audience.
✨Connect with Alumni from Your School
Check out alumni groups linked to the travel and tourism sectors. Often, these connections can lead to inside info about opportunities at companies like Tripadvisor and give you a leg up for your Service Operations Compliance Lead (Viator) application.
✨Don’t Shy Away from Cold Emails
If there's a dream company you want to join, don’t hesitate to send a friendly email to their HR or recruitment team. Express your interest in their vision and mention that you’re keen on any Service Operations Compliance Lead (Viator) openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace Service Operations Compliance Lead (Viator)
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Service Operations Compliance Lead (Viator) role at Tripadvisor.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Service Operations Compliance Lead (Viator) position at Tripadvisor.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of Tripadvisor.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to Tripadvisor's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Service Operations Compliance Lead (Viator).
How to prepare for a job interview at Tripadvisor
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at Tripadvisor.
