Director, Service Delivery

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make 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. Hands on leader to ensure an effortless customer resolution first time, every time. Responsible for booking assistance, booking tours and activities, 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 of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes.

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.

Key Responsibilities:

Front Line Support

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Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams

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Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution

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Define service-solutions to reduce contact-propensity through product, policy and process improvement

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Strategic review of operational network and define 2-4yr operational footprint

Experience Recovery

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Point of contact for all business escalations to resolve and retain our customers

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Stay connected to customer needs ensuring we win

Elevated Knowledge

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Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise

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Identify, build and evolve global training programs to enhance product knowledge and service capability.

Stakeholder Management

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Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities

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Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.

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Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment

Leadership & People Development

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Manage, coach, mentor and inspire a global team of service professionals.

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Build a pipeline of talent and succession plans with apprenticeships

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Foster a culture of accountability, collaboration, and innovation across geographies.

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Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment

Financial Steward

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Responsible for line of business budgets and finances

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Define project ROI investments

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Compensation strategy to resolve and retain

Minimum Qualifications & Experience:

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Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation

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Bachelor’s degree or equivalent related experience

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Managed both Global Vendor BPO Operations and In-house escalation or resolution teams.

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Demonstrated success leading a team; previous experience leading Managers and Team Leads

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Strong commercial awareness, with the ability to balance resolution experience with efficiency

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Close-Loop resolution for product or process blockers causing customer friction with measured impact

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Relentless collaboration building strong stakeholder relationships to influence and execute

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Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer

Skills you should bring to the role:

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Traveler first: drive exceptional value and effortless resolution service-support (essential)

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Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential)

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Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required)

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Strategic thinker: with strong influence skills and ability to leveraging data (required)

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Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)

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Industry: Experience in a similar role within the Travel Industry (Preferred)

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses

• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.

• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.

• Donation matching. Give back? Give more! We match qualifying charitable donations annually.

• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.

• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.

• Travel perks. We believe that travel is employee development, so we provide discounts and more.

• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.

• Health benefits. We offer 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, 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 in which 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, so we can collectively revolutionize travel and together find the good out there.

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 [email protected] and let us know the nature of your request. Please include the job requisition number in your message.

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