Booking Conversion Performance Lead

TripAdvisor LLC; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Flexible schedule

Tuition assistance

Travel perks

Employee assistance program

Donation matching

Referral rewards

Job summary

Tripadvisor is seeking a Performance Lead – Booking Assistance to drive conversion and enhance customer experience across our global outsourced operations. You will bridge strategy with frontline execution, establish governance, develop agent capabilities, and align vendors with growth and satisfaction goals.

The role requires data-driven problem solving, expertise in conversion funnel metrics, and the ability to influence cross-functional teams including Product, Tech, and Supply.

Qualifications

• Proven track record driving 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 in managing outsourced BPO operations and driving improvement in capability and performance.
• Expert command of conversion funnel metrics, SLAs, and customer behavior modeling.
• Strong analytical ability to perform root-cause analysis and translate data into strategic programs.
• Proven ability to lead cross-functional initiatives with Product, Engineering, and Supply teams.

Responsibilities

• Drive Booking Conversion by tracking funnel performance and delivering measurable revenue impact.
• Lead Vendor Excellence by partnering with BPO leadership and improving frontline agent capabilities.
• Diagnose Root Causes through deep-dive analyses of product features, processes, supply, pricing, and execution.
• Optimize Customer Journeys by translating insights into concrete improvement initiatives with Product and Supply teams.
• Champion AI & Automation by co-designing AI tooling and integration with Product and Tech.
• Pioneer Operational Experiments by designing and evaluating pilots and A/B tests at scale.
• Deliver Strategic Insights by synthesizing data into clear executive narratives for stakeholders.
• Mobilize Cross-Functional Teams to align sponsors, product owners, and vendors toward common goals.

Skills

Commercial Mindset

Data Driven

Vendor Leadership

Strategic Thinking

Experimentation

AI & Technology

Industry Knowledge

Education

Bachelor's degree in Business, Operations, Economics, or equivalent

Job description

Tripadvisor is seeking a Performance Lead – Booking Assistance to drive conversion and enhance customer experience across our global outsourced operations. You will bridge strategy with frontline execution, establish governance, develop agent capabilities, and align vendors with growth and satisfaction goals.

The role requires data-driven problem solving, expertise in conversion funnel metrics, and the ability to influence cross-functional teams including Product, Tech, and Supply.