Director of Service Excellence

Tripadvisor, Inc.London, England, United Kingdom

Hybrid Full-time

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Experience Level

Senior Level Manager

Qualifications

To excel in this role, you should possess a strong background in customer service management, with a demonstrated ability to develop and implement innovative service strategies. You should have experience in leveraging data analytics and AI technologies to enhance customer experiences, along with proficiency in process improvement methodologies such as Lean or Six Sigma. Excellent leadership and communication skills are crucial, as well as the ability to work cross-functionally to achieve strategic objectives.

About the job

About Tripadvisor

The Tripadvisor Group is dedicated to connecting individuals with experiences that are worth sharing, striving to become the world's most trusted source for travel insights. Our innovative technology and brands engage a global audience, linking them with partners through rich content and guidance across various travel sectors, including accommodations, restaurants, and experiences. Our portfolio encompasses renowned brands such as Tripadvisor, Viator, and TheFork.

Who Are We Looking For?

As the Director of Service Excellence, you will be the driving force behind our culture of operational excellence. Your primary responsibility will be to define a service excellence strategy that prioritizes customer-centric decision-making. This role will be pivotal in creating a seamless next-generation customer experience by eliminating friction points, integrating AI tools, fostering customer self-service solutions, and ensuring swift, hassle-free processes. Collaborating closely with R&D and Policy teams, you will have the opportunity to significantly enhance the customer journey and establish best practices and technological standards.

In our fast-paced, highly competitive environment, you will be part of a dedicated team advocating for our customers in every decision we make. At Tripadvisor, our customers are at the forefront of everything we do.

Job Location: Hybrid. This position requires 2-3 days per week in our London/Oxford office.

Key Responsibilities:

AI Tooling

Develop a strategic investment plan over the next 2-4 years to build best-in-class technology that will replace outdated systems.
Continuously identify opportunities to utilize AI tooling to elevate the customer experience.
Establish new success metrics for AI assistance, prioritizing customer resolution over cost-to-serve strategies.

Process Improvement & Innovation

Utilize customer insights and data analytics to pinpoint process gaps and areas of friction.
Lead re-engineering and standardization initiatives employing Lean/Six Sigma methodologies.
Collaborate cross-functionally to streamline workflows and reduce costs.

About Tripadvisor, Inc.

Tripadvisor, Inc. is a leading platform for travel guidance, offering a wealth of resources for travelers around the world. With a commitment to operational excellence and customer satisfaction, Tripadvisor continues to innovate and improve its services, making travel planning easier and more enjoyable for everyone.

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