AI Quality Assurance Program Manager

United States Digital Space LLC; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Remote-friendly collaboration

Flexible schedule

Donation matching

Tuition assistance

Lifestyle benefit

Travel perks

Employee assistance program

Health benefits

Referral rewards

Job summary

the company Group is seeking an AI Quality Assurance Program Manager I to drive reliable, accurate AI systems across our Travel Experiences platform. The role is hybrid with regular London office presence, reporting on AI performance, testing frameworks, and cross-functional collaboration with Data Science, AI Engineering, Product, and CX teams.

You will establish end-to-end QA methodologies for AI-enabled products, audit outputs for safety and tone, and deliver executive-ready insights to

Qualifications

• 4–6 years in technical program management, QA management, or AI/ML product operations focused on system reliability and evaluation.

Responsibilities

• Define the AI-Era Quality Strategy: Establish the end-to-end quality framework across human agents and AI agents, evolving QA from traditional sample-based auditing toward continuous, AI-enabled quality management.
• Establish AI Quality & Testing Frameworks: Design and maintain comprehensive evaluation benchmarks, testing protocols, and HITL workflows to verify AI agents, support bots, and recommendation engines operate as intended.
• Audit AI Outputs & Traveler Interactions: Continuously evaluate AI-generated outputs for intent fulfillment, safety, tone, and hallucination prevention.
• Drive Business Updates & Insights: Deliver executive-ready reporting that translates QA data, model accuracy, and error trends into strategic recommendations.
• Lead Cross-Functional AI Improvements: Partner with Data Science, AI Engineering, Product, and CX teams to turn QA findings into prompt refinements and knowledge base updates.
• Maintain Release Momentum: Track timelines for new AI deployments and QA regression testing before traveler rollout.

Skills

PM experience

QA management

AI/ML product ops

Data analysis

Cross-functional leadership

Travel tech interest

LLM evaluation tools

Annotation platforms

Zendesk AI

Intercom

Salesforce

Tools

LLM evaluation tools

Annotation platforms

Zendesk AI

Intercom

Salesforce

Job description

AI Quality Assurance Program Manager I the company

About the company

The the company 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 the company, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including the company, Viator, and TheFork.

The AI Quality Assurance Program Manager ensures that all artificial intelligence systems across the company’s Travel Experiences execute reliably, accurately, and aligned with business goals. Positioning yourself at the intersection of AI performance, traveler satisfaction, and product development, you will establish testing frameworks, audit AI outputs, and turn quality findings into actionable operational insights. You will drive performance tracking, unblock cross-functional teams, and regularly report AI accuracy, success metrics, and enhancement roadmaps to executive leadership.

*Job Location: Hybrid*

*This role is a hybrid position that requires 2/3 days per week/month in our London Office.*

Key Responsibilities

• Define the AI-Era Quality Strategy: Establish the end-to-end quality framework across human agents and AI agents, evolving QA from traditional sample-based auditing toward continuous, AI-enabled quality management.
• Establish AI Quality & Testing Frameworks: Design and maintain comprehensive evaluation benchmarks, testing protocols, and human-in-the-loop (HITL) workflows to verify AI agents, support bots, and recommendation engines operate as intended.
• Audit AI Outputs & Traveler Interactions: Continuously evaluate AI-generated outputs (e.g., automated support chats, tour recommendation accuracy, and booking updates) for intent fulfillment, safety, tone, and hallucination prevention.
• Drive Business Updates & Insights: Deliver executive-ready reporting that translates complex QA evaluation data, model accuracy rates, and error trends into strategic recommendations for business leaders.
• Lead Cross-Functional AI Improvements: Partner closely with Data Science, AI Engineering, Product, and CX teams to turn QA findings into prompt refinements, model fine-tuning, and updated knowledge base inputs.
• Maintain Release Momentum: Track project timelines for new AI deployments, manage QA regression testing schedules, and hold technical teams accountable to quality standards before full traveler rollout.

Qualifications

• Experience: 4–6 years in technical program management, QA management, or AI/ML product operations focused on system reliability and evaluation.
• AI Evaluation Expertise: Strong operational knowledge of AI/LLM testing methodologies, prompt evaluation, intent recognition accuracy, and AI safety guardrails.
• Data-Driven Insight Delivery: Proven ability to analyze AI logs, leverage analytics tools, and turn quality metrics into clear, executive-ready presentations and dashboards.
• Cross-Functional Collaboration: Exceptional track record of bridging technical AI engineering teams with business stakeholders and front-line traveler support operations.
• Domain Empathy: Deep interest in online travel, traveler behavior, and maintaining high trust across consumer-facing AI interactions.

Preferred Qualifications

• Hands-on experience with modern LLM evaluation tools, annotation platforms, or customer service AI tools (e.g., Zendesk AI, Intercom, Salesforce).
• Background in travel tech, e-commerce marketplaces, or fast-scaling consumer platforms.

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. the company 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 behaviors 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.