Director, Service Delivery & Excellence, B2B

Tripadvisor; Porto; Presencial; EUR 120 000 - 160 000; Tempo integral

Resumo da oferta

Tripadvisor is seeking a Director, Service Delivery & Excellence, B2B, to lead the end-to-end B2B support organization across Viator Supply and Bókun. You will modernize support operations, leveraging AI and automation to reduce cost-to-serve while improving quality and supplier satisfaction across the partner lifecycle.

responsible for strategy, planning, governance, and continuous improvement of the support stack, including Salesforce, and working with cross-functional stakeholders to drive

Qualificações

• 8+ years in B2B support or partner operations with leadership experience.
• Scale & BPO management: multi-site operations (100+ FTE) with vendor governance.
• AI & automation: implement AI/tools in support/operational workflows with measurable impact.

Responsabilidades

• Develop and execute the B2B support organization aligned with company strategy and OKRs.
• Own front-line operations across Viator Supply and Bókun, including onboarding, setup, and support.
• Lead vendor governance across partner sites in North Africa and Asia, including RFPs and contracts.

Conhecimentos

B2B support

BPO management

AI & automation

Salesforce

Compliance

Budget management

Travel (budget & scope)

Ferramentas

Salesforce

Descrição da oferta de emprego

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.

What You’ll Do

1. Position Summary

Our experience operators and suppliers are the product. Every traveler experience on Viator starts with an operator who is seamlessly onboarded, verified, and supported; every Bókun customer decides whether to stay in their first weeks on the platform, and requires ongoing technical support for success and retention.

As Director, Service Delivery & Excellence, B2B , you will lead the end-to-end B2B support organization across Viator Supply and Bókun. Combining Front-Line Service Delivery and Service Excellence into a single mandate, you will modernize support operations—leveraging AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.

2. Key Responsibilities

• Strategy and Planning: Responsible for the development and execution of the B2B support organization in line with Company strategy and OKRs.
• End-to-End B2B Support Operations: Own front-line operational delivery across Viator Supply (onboarding, product creation/setup, compliance, verification, ongoing support) and Bókun (sign-up support, early customer success, SaaS technical support).
• BPO Strategy & Vendor Governance: Lead end-to-end BPO commercial relationships across partner sites in North Africa and Asia—managing RFPs, contract negotiations, SOWs, workforce capacity planning, and vendor performance management.
• AI & Operational Transformation: Identify, design, and ship AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations to scale support efficiently.
• Compliance, Verification & Quality Control: Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit supplier quality metrics to protect platform integrity and traveler experience.
• Process Excellence & Systems Ownership: Apply continuous improvement frameworks (Lean Six Sigma) to eliminate friction; own the support technology stack with Salesforce at the core.
• Commercial Contribution & Budgeting: Manage operational headcount, vendor spend, and tooling budgets. Expand proactive quality initiatives and revenue-generating support activities (supplier upsells and SaaS tier upgrades).
• Collaborate effectively with Key Stakeholders: within the Supply/Bokun organizations and across the organization

3. Requirements & Minimum Qualifications

• 8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers.
• Scale & BPO Management: Proven success leading multi-site operations ( 100+ FTE ) with hands‑on BPO vendor management (RFPs, contract negotiations, QA, and governance).
• AI & Automation Track Record: Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact.
• Salesforce & Technology Systems: Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems.
• Compliance & Workforce Planning: Experience operating in regulated environments with compliance/vetting frameworks; expertise in workforce forecasting and capacity planning across hybrid teams.
• Budget Stewardship & Travel: Full operational budget ownership (staffing, vendor spend, tooling); willing to travel internationally c. 30% of the time (site visits to North Africa and Asia).
• Preferred: Travel, hospitality, or SaaS/marketplace industry experience; COPC certification; Lean Six Sigma Green/Black Belt.

4. Leadership Values & Attributes

• Traveler First: Recognize that supplier operational health directly shapes traveler experience. Practice Behavioral Truth Seeking (prioritizing customer action over anecdotes) and Scientific Validation (utilizing A/B testing over expert opinion).
• Execution is Our Edge: Drive High-Velocity Execution using the 80/20 rule. Champion AI-First Adoption to automate manual tasks and maintain a fail-fast learning mindset.
• We Succeed Together: Practice Radical Accountability ("no problem is someone else's problem") and Empowered Ownership by pushing decisions to the lowest level. Lead with high EQ, low ego, and empathetic change leadership.

Skills & Experience

• Demonstrated ability to use AI tools to improve efficiency, quality, and …