Booking Conversion Lead — Performance & AI

Tripadvisor; 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 programme

Health benefits

Generous referral scheme

Job summary

Tripadvisor is seeking a Performance Lead for Booking Assistance to drive conversion and improve the customer experience across our global outsourced operations. You will bridge strategy and frontline execution to foster operational excellence within our BPO partner network.

The role requires a data-driven problem solver who can translate funnel analytics into product improvements, partner with Product, Tech, and Data teams, and lead experiments to boost bookings.

Qualifications

• 5+ years in operational execution, sales/conversion growth, or performance management in customer-centric environments.
• Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience.
• Experience managing outsourced BPO operations, holding vendors accountable, and driving continuous capability improvements.
• Expert command of conversion funnel metrics, operational SLAs, and customer behaviour modelling.
• Strong analytical capability to perform root-cause analysis and translate raw operational data into actionable strategic programmes.
• Proven ability to lead cross-functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority.
• Uncompromising customer-first mindset balanced with sharp commercial awareness.

Responsibilities

• Drive Booking Conversion: Rigorously track and analyse funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels.
• Lead Vendor Excellence: Partner with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities.
• Diagnose Root Causes: Conduct deep-dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution.
• Optimize Customer Journeys: Translate frontline customer insights into concrete improvement initiatives, collaborating cross-functionally with Product and Supply to eliminate journey friction.
• Champion AI & Automation: Co-design and implement next-generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities.
• Pioneer Operational Experiments: Design, launch, and evaluate pilot projects and A/B tests to validate conversion enhancements and scale high-impact strategies across networks.
• Deliver Strategic Insights: Synthesize complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders.
• Mobilize Cross-Functional Teams: Champion resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals.

Skills

Conversion optimization

Data analysis

Vendor leadership

Cross-functional leadership

Strategic thinking

Experimentation

AI & automation

Customer-centric mindset

Education

Bachelor's degree in Business, Operations, Economics

Job description

Tripadvisor is seeking a Performance Lead for Booking Assistance to drive conversion and improve the customer experience across our global outsourced operations. You will bridge strategy and frontline execution to foster operational excellence within our BPO partner network.

The role requires a data-driven problem solver who can translate funnel analytics into product improvements, partner with Product, Tech, and Data teams, and lead experiments to boost bookings.