Director, AI-Driven B2B Service Delivery

Tripadvisor; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

Travel perks

Generous referral scheme

Donation matching

Employee assistance program

Lifestyle benefit

Job summary

Tripadvisor is seeking a Director, Service Delivery & Excellence, B2B, to lead the end-to-end B2B support org across Viator Supply and Bókun. You will modernize operations with AI and automation, reduce cost-to-serve, and elevate supplier satisfaction throughout the partner lifecycle.

This global leadership role requires 8+ years in B2B support with multi-site management, strong Salesforce knowledge, and experience with vendor governance. Travel approx.

Qualifications

• 8+ years in B2B support, partner operations, or service delivery with leadership experience.
• Experience managing 100+ FTE across multiple sites.
• Proven track record deploying AI/automation in support or operations.

Responsibilities

• Develop and execute the B2B support strategy aligned with company OKRs.
• Oversee end-to-end B2B support across Viator Supply and Bókun.
• Lead end-to-end BPO relationships across North Africa and Asia.
• Identify and implement AI-driven tooling and automation to scale support.
• Enforce onboarding, verification, and quality control workflows.
• Own the support technology stack with Salesforce at the core.
• Manage headcount, budgets, and vendor spend.
• Collaborate with Supply/Bokun and cross-functional teams.

Skills

B2B leadership

Multi-site management

Vendor management

AI/automation

Salesforce knowledge

Tools

Salesforce

Job description

Tripadvisor is seeking a Director, Service Delivery & Excellence, B2B, to lead the end-to-end B2B support org across Viator Supply and Bókun. You will modernize operations with AI and automation, reduce cost-to-serve, and elevate supplier satisfaction throughout the partner lifecycle.

This global leadership role requires 8+ years in B2B support with multi-site management, strong Salesforce knowledge, and experience with vendor governance. Travel approx.