Head of Global Service Delivery & AI Excellence

Tripadvisor; Lisboa; Híbrido; EUR 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote-friendly

Health benefits

Tuition assistance

Travel discounts

Generous referral bonus

Resumo da oferta

Tripadvisor seeks a seasoned leader to scale our B2B support operations for Viator and Bokun, onboarding and maintaining partner experiences with strict verification and quality controls. You will own end-to-end operations, vendor governance, and AI-driven tooling across global sites.

The role requires 8+ years in B2B support, strong Salesforce expertise, budget stewardship, travel willingness, and a track record of delivering measurable improvements in throughput and customer outcomes.

Qualificações

• 8+ years in B2B support, partner operations, or service delivery with leadership experience managing managers.
• Scale & BPO management across multi-site operations (100+ FTE) with vendor management, QA, governance.
• AI or automation tools deployed in support, vetting, or workflows with measurable impact.
• Experience using Salesforce as a support platform and related systems.
• Experience in regulated environments with workforce forecasting and capacity planning.

Responsabilidades

• Strategy and Planning: develop and execute the B2B support organization aligned with company strategy and OKRs.
• End-to-End B2B Support Operations: manage onboarding, product setup, compliance, verification, and ongoing support across Viator and Bokun.
• BPO Strategy & Vendor Governance: lead multi-site vendor relationships, RFPs, contracts, and performance management.
• AI & Operational Transformation: design and implement AI-driven tooling and automation for scalable support.
• Compliance, Verification & Quality Control: enforce onboarding workflows and audit supplier quality metrics.
• Process Excellence & Systems Ownership: own the support tech stack, including Salesforce.
• Budgeting: manage headcount, vendor spend, and tooling budgets; drive proactive quality initiatives.

Conhecimentos

B2B support

Leadership

AI & automation

Salesforce

Vendor management

Budgeting

Ferramentas

Salesforce

Descrição da oferta de emprego

Tripadvisor seeks a seasoned leader to scale our B2B support operations for Viator and Bokun, onboarding and maintaining partner experiences with strict verification and quality controls. You will own end-to-end operations, vendor governance, and AI-driven tooling across global sites.

The role requires 8+ years in B2B support, strong Salesforce expertise, budget stewardship, travel willingness, and a track record of delivering measurable improvements in throughput and customer outcomes.