Service Operations Lead — Hybrid (London)

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 TheFork.

Job Location: Hybrid – this role requires 1 day per week in our London office.

Service Resolution Manager

You are accountable for translating operational strategy into day‑to‑day execution across onshore and offshore teams so that we consistently deliver high‑quality outcomes for our customers. You are a hands‑on operator who balances real‑time performance management with longer‑term planning, using data, people leadership, and cross‑functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals. You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.

Key Responsibilities

• Operational Leadership and Strategy: Support long‑term operational planning and help influence strategy to meet company goals. Translate strategy into clear execution plans and targets for onshore and offshore teams. Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis.
• Day‑to‑day Operations Management: Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity. Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance. Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation.
• Quality, Customer Outcomes, and Coaching: Ensure a strong quality focus so customer interactions consistently meet or exceed expectations. Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate "gold star" examples. Partner with Training and Quality to embed best practices and address service gaps.
• Compliance, Safety, and Governance: Enforce relevant regulatory, safety, and internal policy standards across all operational sites. Ensure teams understand and adhere to compliance requirements and escalation procedures. Support change control processes, assessing operational impact and ensuring smooth implementation.
• Stakeholder and Vendor Management: Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) and external partners to maintain alignment. Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners. Build and maintain strong professional relationships with cross‑functional teams, ensuring they understand and consider the operations strategy in their own plans.
• People Leadership and Team Development: Lead, mentor, and coach a high‑performing team, providing clear expectations, feedback, and development opportunities. Foster a culture of accountability, ownership, and continuous improvement, leading by example. Support succession planning by identifying and developing talent within the operations team.
• Data, Reporting, and Continuous Improvement: Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities. Prepare and present performance insights and business cases to support change initiatives and investments. Collect and synthesise employee and customer feedback to refine operational processes and influence improvements in related functions (e.g., Training, Quality, Real Time, Scheduling).
• Workforce Planning and Performance: Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps. Take ownership of mitigating scheduling and staffing risks that may impact service delivery. Align resourcing decisions with forecasted demand and operational priorities.

Minimum Qualifications & Experience

• 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment.
• Proven people‑manager with 5+ years experience, managing both regional and global teams.
• UK‑based working Hybrid.
• Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets.
• Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases.
• Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions.
• Hands‑on experience leading change initiatives and improving processes in a fast‑paced, dynamic environment.
• Strong people management experience, including coaching, performance management, and team development.

Skills You Should Bring To The Role

• Customer‑focused: Committed to delivering excellent customer experiences through reliable, high‑quality operations.
• Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast‑paced environment.
• Data‑driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change.
• Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others.
• People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth.
• Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change.

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.

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 AccessibleRecruiting@tripadvisor.com.