Director, AI-Driven B2B Service Delivery

TripAdvisor, Inc.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Remote-friendly collaboration

Hybrid work – Oxford, UK

Annual bonuses

Tuition assistance

Health benefits

Generous referral program

Job summary

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

You will oversee a global, hybrid team (Oxford, UK location) with ~100+ FTE including offshore partners, and travel internationally ~30% for site visits and conferences.

Qualifications

• 8+ years in B2B support, partner operations, or service delivery; proven leadership of managers.
• Scale: multi-site operations with 100+ FTE and BPO governance.
• AI or automation tools deployment across support with measurable impact.
• Strong knowledge of Salesforce as a support platform; familiarity with contact-center tech.
• Experience in regulated environments with compliance and workforce forecasting.
• Willingness to travel internationally ~30% of the time.
• Preferred: COPC, Lean Six Sigma Green/Black Belt.

Responsibilities

• Strategy and Planning: Develop and execute the B2B support org aligned with company strategy and OKRs.
• End-to-End B2B Support Operations: Lead onboarding, product setup, compliance, verification, and ongoing support for Viator Supply and Bókun.
• BPO Strategy & Vendor Governance: Manage end-to-end BPO relationships, RFPs, contracts, SOWs, capacity planning, and performance.
• AI & Operational Transformation: Design and deploy AI-driven tooling and workflow automation across in-house and outsourced ops.
• Compliance, Verification & Quality Control: Enforce onboarding workflows and audit supplier quality metrics to protect platform integrity.
• Process Excellence & Systems Ownership: Apply Lean Six Sigma and own the support tech stack with Salesforce at core.
• Commercial Contribution & Budgeting: Manage headcount, vendor spend, and tooling budgets; drive upsells and SaaS upgrades.
• Collaborate with Key Stakeholders: Align with Supply/Bokun teams and the broader organization.

Skills

AI & automation

BPO management

Salesforce

Leadership

Tools

Salesforce

Job description

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

You will oversee a global, hybrid team (Oxford, UK location) with ~100+ FTE including offshore partners, and travel internationally ~30% for site visits and conferences.