Director, Service Excellence

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. Who are we looking for? As the Service Excellence Director you will champion our operational excellence culture across our operations. You are accountable for defining service excellence strategy with a customer centric focus in all decision making. This role will enable our next-generation customer experience of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes. Partnering with RD, and Policy teams you have the opportunity to make a significant impact in creating an effortless experience for our customers, developing best practice standards and technologies. Operating in our fast-moving and highly competitive environment, part of a team that are embedded advocates for our customers in our behaviour and decision making to win our customers. At Tripadvisor we are customer first in all decision making. Job Location: Hybrid. This role is a hybrid position that requires 2-3 days per week in our London/Oxford office. Key Responsibilities: AI-Tooling Strategic investment plan over 2-4 years building best in class technology that replaces legacy tooling Continuously identify opportunities to leverage AI-tooling to enhance the customer experience Define new AI-Assistance success metrics, putting customer resolution before cost-to-serve strategies Process Improvement Innovation Leverage customer insights and data analytics to identify process gaps and friction points. Lead re-engineering and standardization initiatives using Lean / Six Sigma methodologies. Partner cross-functionally to simplify workflows, reduce cost-to-serve, and improve resolution speed. Knowledge Training Excellence Build and evolve global training programs to enhance product knowledge and service capability. Partner with Learning teams to implement scalable onboarding and continuous learning models. Quality Assurance Define and oversee AI and Human-agent quality assurance frameworks. Drive measurable improvements in Customer-Sentiment, Resolution Rate, and reduce Contact-Propensity BPO Go-to-Market Project Management Lead cross-functional initiatives that align service excellence with business OKRs. Drive automation, AI adoption, and self-service enablement to enhance efficiency. Stakeholder Management Working with Service Delivery leaders to define future success metrics Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors. Act as a thought partner to C-level leaders, influencing decisions Leadership People Development Manage, coach, mentor and inspire a global team of service professionals. Foster a culture of accountability, collaboration, and innovation across geographies. Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment Minimum Qualifications Experience: Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation Bachelor’s degree or equivalent related experience Managed both Global Vendor BPO Operations and In-house escalation or resolution teams. Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology Strong commercial awareness, with the ability to balance resolution experience with efficiency Relentless collaboration building strong stakeholder relationships to influence and e ... (truncated, view full listing at source)