Director, AI-Driven B2B Service Delivery

Tripadvisor

Greater London

Hybrid

GBP 120,000 - 180,000

Full time

7 days ago
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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.

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