Director • Lead

Who you are

You are an experienced leader with a strong background in customer service strategy, particularly in the travel industry. You have a proven track record of managing front-line operations and ensuring customer satisfaction through effective resolution processes. Your hands-on approach allows you to lead teams effectively while maintaining a focus on operational excellence and customer-centric decision-making.

You understand the importance of embedding technology in customer service, including AI tooling and self-service solutions. You are adept at performance management and have experience working with outsourced operations, ensuring that all teams are aligned with the company's goals. Your ability to navigate complex customer interactions and resolve escalations is a key strength.

What you'll do

As the Director of Service Delivery, you will be responsible for defining and implementing the customer service strategy for Viator's Experiences business. You will lead a team focused on providing exceptional customer support, ensuring that every traveler receives the assistance they need. Your role will involve managing both in-house resolution teams and outsourced operations, fostering a culture of operational excellence.

You will champion initiatives aimed at reducing customer friction and enhancing the overall customer experience. This includes developing and implementing AI-driven solutions that streamline processes and empower customers to resolve issues independently. You will work closely with various stakeholders, including travel agents and merchant partners, to ensure a seamless booking experience.

Your leadership will be crucial in driving performance metrics and ensuring that all teams meet their targets. You will also be responsible for managing escalations and ensuring that customer feedback is incorporated into service improvements. Your strategic vision will help shape the future of customer service at Viator, making it a leader in the travel experience marketplace.

What we offer

At TripAdvisor, we believe in creating memorable experiences for our customers and employees alike. We offer a hybrid working model that allows you to balance your professional and personal life while working from our Oxford and London offices. You will be part of a dynamic team that is passionate about travel and dedicated to providing exceptional service.

We encourage you to apply even if your experience doesn't match every requirement. We value diverse perspectives and are committed to creating an inclusive environment where everyone can thrive. Join us in making travel extraordinary for our customers.