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- Tasks: Lead customer service strategy and ensure seamless support for travellers and partners.
- Company: Viator, a Tripadvisor company, revolutionising travel experiences.
- Benefits: Competitive pay, flexible remote work, travel perks, and tuition assistance.
- Why this job: Shape the future of customer experience in the travel industry.
- Qualifications: 10+ years in customer operations and strong leadership skills required.
- Other info: Join a diverse team committed to innovation and customer satisfaction.
The predicted salary is between 72000 - 108000 £ per year.
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—the goal is to help people create lasting memories. Viator offers industry-leading flexibility and last-minute availability, making any day extraordinary.
As the Service Delivery Director, you are accountable for defining front line customer service strategy for our Viator-Experiences business. You will lead to ensure an effortless customer resolution first time, every time. Responsibilities include booking assistance, booking tours and activities, and 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 by removing customer friction, embedding AI tooling, developing customer self-solve solutions and ensuring fast, effortless processes.
Operating in a fast-moving and highly competitive environment, you will be 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 and 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.
- Lead collaboration 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.
- 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.
- Traveler first: drive exceptional value and effortless resolution service-support (essential).
- Execution at speed: Challenge legacy processes, experiment, seek 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).
- Experience in a similar role within the Travel Industry (Preferred).
- Competitive compensation packages (base salary and annual bonuses, benchmarked against the latest industry data).
- Remote-friendly with flexibility to collaborate across a worldwide team; option to join on-site as often as you’d like.
- Flexible schedule; work-life balance is ingrained in our culture by design.
- Donation matching; we match qualifying charitable donations annually.
- Tuition assistance; annual support for qualified programs.
- Lifestyle benefit; annual benefit to spend on travel, wellness, or related needs.
- Travel perks; discounts and more.
- Employee assistance program; resources to help you through life’s challenges.
- Health benefits; great coverage and competitive premiums.
- We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
- We’re relentlessly curious. We push beyond the usual, the known, and the “that’s just how it’s done.”
- We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
- We serve our customers, always. We listen, question, respond, and strive for wow moments.
- We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment to make mistakes, iterate, improve, and grow.
- Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences to collectively revolutionize travel.
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
Director, Service Delivery employer: Viator
Contact Detail:
Viator Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Service Delivery
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those connected to Viator. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Viator’s services and think about how your experience aligns with their customer-first approach. Show them you’re not just another candidate, but someone who truly gets their mission.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your thoughts clearly and confidently, especially around your leadership and customer service strategies.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to express your appreciation. It shows you’re genuinely interested and keeps you fresh in their minds.
We think you need these skills to ace Director, Service Delivery
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer operations and service excellence. We want to see how your skills align with our mission of creating unforgettable travel experiences!
Showcase Your Leadership Skills: As a Director, we’re looking for someone who can inspire and manage teams effectively. Share examples of how you've led teams to success and fostered a culture of collaboration and innovation.
Be Data-Driven: We love candidates who can leverage data to drive improvements. Include any relevant metrics or outcomes from your previous roles that demonstrate your ability to make data-informed decisions.
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 ensure you’re considered for this exciting opportunity at Viator.
How to prepare for a job interview at Viator
✨Know the Company Inside Out
Before your interview, dive deep into Viator's mission and values. Understand their customer-first approach and how they leverage technology to enhance travel experiences. This knowledge will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Director, Service Delivery, you'll need to lead teams effectively. Prepare examples of how you've managed and inspired teams in the past. Highlight your experience in building a culture of accountability and collaboration, as well as any successful training programmes you've implemented.
✨Be Data-Driven
Viator values a data-driven mindset. Come prepared with examples of how you've used data to identify improvement opportunities in customer service or operations. Discuss any A/B testing you've conducted and the impact it had on customer satisfaction or efficiency.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of specific scenarios where you've resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
