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Tripadvisor Logo Tripadvisor · Customer Service

Director, Service Excellence

United Kingdom, London · Job Posted February 17, 2026
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Job Description

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 R&D, 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.

Job Responsibility

  • 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

Requirements

  • 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 execute
  • Close-Loop resolution for product or process blockers causing customer friction with measured impact
  • Customer first mindset, advocating for simplicity and putting yourself in the shoes of the customer
  • Traveler first: drive exceptional value and effortless resolution service-support (essential)
  • Execution at speed: Challenge legacy processes, experiment, seeks 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 leveraging data (required)
  • Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)

Nice to have

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

What we offer

  • 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
  • Flexible schedule
  • Donation matching
  • Tuition assistance
  • Lifestyle benefit
  • Travel perks
  • Employee assistance program
  • Health benefits
  • Generous referral scheme
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