Overview
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—the goal is to help people create lasting memories. Viator offers industry-leading flexibility and last-minute availability, making any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.
Who are we looking for?
As the Service Delivery Director you are accountable for defining front line customer service strategy for our Viator-Experiences business. You will lead to ensure an effortless customer resolution first time, every time. Responsibilities include booking assistance, booking tours and activities, and supporting our travelers, Travel Agents and Merchant Partners. Hybrid working across our Oxford and London offices.
Performance management of our front-line outsourced operations and point of contact for all business escalations managing in-house resolution teams. You will champion our operational excellence culture with a customer-centric focus in all decision making. This role will enable our next-generation customer experience by removing customer friction, embedding AI tooling, developing customer self-solve solutions and ensuring fast, effortless processes.
Operating in a fast-moving and highly competitive environment, you will be 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.
Key Responsibilities
* Front Line Support: Drive the strategy for customer-first service delivery with omni-channel support and blended Vendor & In-house teams
* Define BPO performance strategy, defining measurable improvements for customer sentiment and resolution
* Define service-solutions to reduce contact-propensity through product, policy and process improvement
* Strategic review of operational network and define 2-4yr operational footprint
Experience Recovery
* Point of contact for all business escalations to resolve and retain our customers
* Stay connected to customer needs ensuring we win
Elevated Knowledge
* Deliver exceptional front line team quality delivery through team knowledge, process & product expertise
* Identify, build and evolve global training programs to enhance product knowledge and service capability
Stakeholder Management
* Lead collaboration with business partners company-wide to identify key customer improvement opportunities
* Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors
* Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment
Leadership & People Development
* Manage, coach, mentor and inspire a global team of service professionals
* Build a pipeline of talent and succession plans with apprenticeships
* 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
Financial Steward
* Responsible for line of business budgets and finances
* Define project ROI investments
* Compensation strategy to resolve and retain
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
* Demonstrated success leading a team; previous experience leading Managers and Team Leads
* Strong commercial awareness, with the ability to balance resolution experience with efficiency
* Close-Loop resolution for product or process blockers causing customer friction with measured impact
* Relentless collaboration building strong stakeholder relationships to influence and execute
* Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
Skills You Should Bring To The Role
* Traveler first: drive exceptional value and effortless resolution service-support (essential)
* Execution at speed: Challenge legacy processes, experiment, seek to always improve (essential)
* Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required)
* Strategic thinker: with strong influence skills and ability to leverage data (required)
* Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)
* Industry: Experience in a similar role within the Travel Industry (Preferred)
Perks of Working at Viator
* Competitive compensation packages (base salary and annual bonuses, benchmarked against the latest industry data)
* Remote-friendly with flexibility to collaborate across a worldwide team; option to join on-site as often as you’d like
* Flexible schedule; work-life balance is ingrained in our culture by design
* Donation matching; we match qualifying charitable donations annually
* Tuition assistance; annual support for qualified programs
* Lifestyle benefit; annual benefit to spend on travel, wellness, or related needs
* Travel perks; discounts and more
* Employee assistance program; resources to help you through life’s challenges
* Health benefits; great coverage and competitive premiums
Our Values
* We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights
* We’re relentlessly curious. We push beyond the usual, the known, and the “that’s just how it’s done.”
* We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process
* We serve our customers, always. We listen, question, respond, and strive for wow moments
* We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment to make mistakes, iterate, improve, and grow
* Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences to collectively revolutionize travel
If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.
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