AI Project Manager, CX & Automation

Tripadvisor; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Flexible schedule

Donation matching

Tuition assistance

Travel perks

Employee assistance program

Generous referral scheme

Job summary

Tripadvisor is seeking an experienced AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. The role sits at the intersection of technology and customer experience, delivering value to travellers across our experiences catalog.

The position is hybrid, with 2 days per week in our London office, reporting to the Service Excellence team and collaborating with R&D, Technology, Data and Supply.

Qualifications

• 3+ years of project management experience in CX or similar.
• Proven delivery of AI, automation, or digital transformation projects.
• Strong knowledge of customer service operations and metrics.
• Excellent stakeholder management and ability to translate tech to non-tech.
• Familiarity with Agile, Scrum, Waterfall, or hybrid methods.
• Analytical mindset and data-driven decision making.
• Familiarity with UK GDPR data privacy requirements.

Responsibilities

• Lead end-to-end delivery of AI and automation projects in customer service.
• Develop and maintain a roadmap of AI initiatives aligned with OKRs and priorities.
• Manage timelines, budgets, risks, and stakeholder communications.
• Coordinate with vendors and internal engineering for seamless integration.
• Monitor AI system performance and drive continuous improvement.
• Assess impact on agent workload and scheduling; refine processes.
• Ensure AI governance and data protection compliance with UK GDPR.
• Engage leadership; present updates and business cases.

Skills

Project management

AI / automation projects

Customer service operations

Stakeholder management

Agile / Scrum / Waterfall

Data-driven decision making

UK GDPR familiarity

Education

PMP

PRINCE2

APM

SAFe

Tools

CRM systems

Telephony systems

Job description

Tripadvisor is seeking an experienced AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. The role sits at the intersection of technology and customer experience, delivering value to travellers across our experiences catalog.

The position is hybrid, with 2 days per week in our London office, reporting to the Service Excellence team and collaborating with R&D, Technology, Data and Supply.