B2B Service Delivery & Excellence Director

Academic Key; Oxford; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Tripadvisor is seeking a Director of Service Delivery & Excellence for B2B Support in the UK. You will lead the end-to-end B2B support organization across Viator Supply and Bókun, combining front-line service delivery with service excellence.

The role emphasizes AI-driven tooling, automation, compliance, and vendor governance while partnering with global teams. Ideal candidates bring 8+ years in B2B support, multi-site leadership, and strong Salesforce experience, with a willingness to travel.

Qualifications

• 8+ years in B2B support or partner operations.
• Experience managing managers and multi-site operations (100+ FTE).
• Proven track record deploying AI or automation in support workflows.
• Strong Salesforce and contact-center knowledge.

Responsibilities

• Lead end-to-end B2B support across Viator Supply and Bókun.
• Oversee onboarding, product setup, compliance, verification, and ongoing support.
• Manage vendor relationships, RFPs, SOWs, and budgets.
• Drive AI-driven tooling and automation to scale operations.
• Ensure onboarding, verification, and quality controls meet standards.

Skills

B2B support leadership

Multi-site operations

Vendor governance

AI & automation

Salesforce

Tools

Salesforce

CRM systems

Job description

Tripadvisor is seeking a Director of Service Delivery & Excellence for B2B Support in the UK. You will lead the end-to-end B2B support organization across Viator Supply and Bókun, combining front-line service delivery with service excellence.

The role emphasizes AI-driven tooling, automation, compliance, and vendor governance while partnering with global teams. Ideal candidates bring 8+ years in B2B support, multi-site leadership, and strong Salesforce experience, with a willingness to travel.