Performance Lead – Booking Conversion & AI Initiatives

Tripadvisor; San Francisco (CA); Hybrid; USD 94,000 - 148,000; Full time

Benefits offered by this job

Remote-friendly work arrangements

Flexible schedule

Tuition assistance

Travel perks / discounts

Health benefits

Generous referral scheme

Job summary

Tripadvisor is seeking a Performance Lead – Booking Assistance to drive conversion and improve the booking journey across our global outsourced operations. You’ll bridge strategy and frontline execution, govern vendor partners, and align initiatives with growth and satisfaction goals.

You’ll translate analytics into actionable insights, analyze funnels, and collaborate with Product, Tech, and Data teams to reduce friction, experiment with AI roadmaps, and champion customer-first innovation.

Qualifications

• 5+ years driving operational execution, sales/conversion growth, or performance management in customer-centric environments.
• Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience.
• Experience managing outsourced BPO operations and driving capability improvements.
• Expert command of conversion funnel metrics, operational SLAs, and customer behavior modeling.
• Strong analytical capability to perform root-cause analysis and translate raw operational data into actionable strategic programs.
• Proven ability to lead cross-functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority.
• Uncompromising customer-first mindset balanced with sharp commercial awareness.

Responsibilities

• Drive Booking Conversion: Rigorously track and analyse funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels.
• Lead Vendor Excellence: Partner with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities.
• Diagnose Root Causes: Conduct deep-dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution.
• Optimize Customer Journeys: Translate frontline customer insights into concrete improvement initiatives, collaborating cross-functionally with Product and Supply to eliminate journey friction.
• Champion AI & Automation: Co-design and implement next-generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities.
• Pioneer Operational Experiments: Design, launch, and evaluate pilot projects and A/B tests to validate conversion enhancements and scale high-impact strategies across networks.
• Deliver Strategic Insights: Synthesize complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders.
• Mobilize Cross-Functional Teams: Champion resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals.

Skills

Data-driven

Analytical

Vendor leadership

Strategic thinking

Education

Bachelor's degree in Business, Operations, Economics, or equivalent

Job description

Tripadvisor is seeking a Performance Lead – Booking Assistance to drive conversion and improve the booking journey across our global outsourced operations. You’ll bridge strategy and frontline execution, govern vendor partners, and align initiatives with growth and satisfaction goals.

You’ll translate analytics into actionable insights, analyze funnels, and collaborate with Product, Tech, and Data teams to reduce friction, experiment with AI roadmaps, and champion customer-first innovation.