Director of B2B Service Delivery & Excellence

Tripadvisor; Greater London; Hybride; GBP 150 000 - 190 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Flexible schedule

Donation matching

Tuition support

Lifestyle allowance

Travel perks

Employee assistance

Résumé du poste

Tripadvisor is seeking a Director, Service Delivery & Excellence, B2B Support in London and Lisbon. Lead the end-to-end B2B support org across Viator Supply and Bókun, modernizing operations with AI, while managing vendor relationships and a global budget.

You will drive frontline delivery, system ownership, and quality initiatives across hybrid teams. The role requires 8+ years in B2B support with multi-site leadership, Salesforce expertise, and experience with regulated environments and

Qualifications

• 8+ years in B2B support or partner operations with leadership experience
• Scale & BPO management across multi-site operations (>100 FTE)
• Proven AI or automation deployment across support workflows
• Strong Salesforce knowledge and related knowledge systems
• Experience with regulated environments and workforce planning across hybrid teams
• Full operational budget ownership and international travel (~30%)

Responsabilités

• Develop and execute the B2B support organization aligned with company strategy and OKRs
• Oversee end-to-end B2B support across Viator Supply and Bókun
• Lead end-to-end BPO vendor governance across partner sites in North Africa and Asia
• Identify, design, and deploy AI-driven tooling and workflow automation
• Enforce onboarding workflows, verification, and QA to protect platform integrity
• Own the support technology stack with Salesforce at the core
• Manage headcount, vendor spend, and tool budgets; drive proactive quality initiatives

Connaissances

Leadership

Strategy & Planning

AI & Automation

Vendor Management

Budget Stewardship

Stakeholder Collaboration

Operations Excellence

Process Improvement

Outils

Salesforce

Contact Center Tech

Description du poste

Tripadvisor is seeking a Director, Service Delivery & Excellence, B2B Support in London and Lisbon. Lead the end-to-end B2B support org across Viator Supply and Bókun, modernizing operations with AI, while managing vendor relationships and a global budget.

You will drive frontline delivery, system ownership, and quality initiatives across hybrid teams. The role requires 8+ years in B2B support with multi-site leadership, Salesforce expertise, and experience with regulated environments and