Director, Travel Experience & Service Delivery

TripAdvisor, Inc.; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Tuition assistance

Donation matching

Travel perks

Health benefits

Remote-friendly

Job summary

Tripadvisor is seeking a Service Delivery Director to lead front-line customer service strategy for Viator-Experiences. The role requires hands-on leadership to ensure first-time resolution across buyers and partners, with a hybrid work model in London and Oxford.

The candidate should have 10+ years in customer operations or CX transformation, strong cross-functional collaboration, and a data-driven mindset to improve sentiment and operational efficiency.

Qualifications

• Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation.
• Bachelor’s degree or equivalent related experience.
• Demonstrated success leading a team; previous experience leading Managers and Team Leads.

Responsibilities

• Define front line customer service strategy for omni-channel support across Vendor & In-house teams.
• Define BPO performance strategy and measurable improvements for customer sentiment and resolution.
• Define service-solutions to reduce contact-propensity through product, policy and process improvements.
• Oversee escalation management and resolution to retain customers after issues.
• Develop global training programs to enhance product knowledge and service capability.
• Lead stakeholders across Product, Engineering, Commercial, Legal and external vendors to drive Service Excellence initiatives.

Skills

Traveler first

Execution at speed

Communication

Strategic thinker

Data Driven

AI tools

Global-first mindset

Education

Bachelor’s degree or equivalent related experience

Tools

AI tools

Job description

Tripadvisor is seeking a Service Delivery Director to lead front-line customer service strategy for Viator-Experiences. The role requires hands-on leadership to ensure first-time resolution across buyers and partners, with a hybrid work model in London and Oxford.

The candidate should have 10+ years in customer operations or CX transformation, strong cross-functional collaboration, and a data-driven mindset to improve sentiment and operational efficiency.