Compliance Lead (Viator)

Tripadvisor; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation packages

Flexible schedule

Tuition assistance

Travel perks

Health benefits

Job summary

Tripadvisor is seeking a Service Operations Compliance Lead to perform audits and ensure compliance for the Customer Service department. This hybrid role requires 3 days a week in our London office.

The ideal candidate will have experience in Customer Operations, strong influencing skills, and the ability to analyze data effectively. Comprehensive benefits include flexible schedules, tuition assistance, and travel perks.

Qualifications

• 3+ years experience in Customer Operations, Service Excellence or CX Transformation.
• Experience working with Global Vendor BPO Operations in an audit or risk analyst role.
• Gen AI Governance experience.

Responsibilities

• Perform regular audits of external BPO and internal processes.
• Investigate potential compliance breaches or complaints.
• Maintain audit documentation and prepare compliance reports.

Skills

Exceptional value and resolution service-support

Strong influencing skills

Ability to analyze data

Education

Internal Auditor Certification/Certified Compliance Analyst

Job description

Service Operations Compliance Lead I Viator

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Job Location: Hybrid

This role is a hybrid position that requires 3 days per week in our London Office.

Key Responsibilities

Audit and Monitoring

• Performing regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes.
• Monitoring of AI and Human compliance in handling of refunds, promotions and Gesture of GoodWill processes.

Risk Mitigation

• Investigate potential compliance breaches or complaints, report findings to CS Management.
• Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance.
• Identify Refund or Gesture of Goodwill process/policy adherence, to identify if Supplier or Vendor error.
• Collaborate with AI Service Lead to ensure AI tools adhere to refund/compensation service processes.

Policy Knowledge

• Maintain working knowledge of tours & activities industry specific regulations, including consumer refund and compensation regulations.
• Drafting, updating, and enforcing internal refund/compensation processes to comply Regional regulations.

Stakeholder Management

• Take the lead on collaborating with business partners.
• Build trusted relationships with internal business units and external vendors.

Reporting

• Maintain audit documentation on processes and prepare compliance reports for CS Management.
• Maintain weekly Gesture of Goodwill spend reporting.
• Maintain weekly Supplier & Vendor Clawback for process/policy breach.

Financial Steward

• Responsible for auditing Gesture of GoodWill spending.
• Responsible for ensuring clawback from Supplier or external vendor is accurately credited to CS-OPS P&L.

AI Automation

• Build investment strategy to enable AI automated tooling to elevate ability audit and monitor operations.
• Working with CS AI Lead ensure future voice/non-voice AI-Assist remains compliant to regional regulations.

Minimum Qualifications & Experience

• Internal Auditor Certification/Certified Compliance Analyst.
• 3+ years experience in Customer Operations, Service Excellence or CX Transformation.
• Experience working with Global Vendor BPO Operations in an audit or risk analyst role.
• Gen AI Governance experience.
• Close-Loop resolution for process mitigation.
• Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.

Skills You Should Bring To The Role

• Traveler first: drive exceptional value and effortless resolution service-support (essential).
• Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential).
• Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required).
• Data Driven: Strong ability to analyze data, identify trends, and resolve complex issues.

Industry

Experience in a similar role within the Travel Industry (Preferred).

What We Offer

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• Work your way with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.