
About TripAdvisor
The ultimate platform for travel reviews and planning
Key Highlights
- Over 490 million active users worldwide
- Headquartered in Needham, MA with 1,000+ employees
- Utilizes advanced fraud modeling to ensure review integrity
- In early 2024, discussions of going private emerged
TripAdvisor, headquartered in Needham, MA, is a leading platform for travel planning, boasting over 490 million active users who rely on its extensive database of traveler reviews and opinions. The company employs over 1,000 people and utilizes advanced fraud modeling techniques to ensure the integr...
🎁 Benefits
TripAdvisor offers personal travel discounts, flexible work arrangements including Summer Flexible Time Off, and a subsidized Care@work membership for...
🌟 Culture
TripAdvisor's culture is centered around data integrity and user trust, utilizing advanced technology and a dedicated team of analysts to combat fake ...

Director Of Customer Operations • Lead
TripAdvisor • London - Hybrid
Skills & Technologies
Overview
TripAdvisor is hiring a Director of Customer Operations to champion operational excellence and define service excellence strategy. You'll focus on enhancing customer experience through AI tooling and process improvements. This role requires strong leadership and strategic thinking skills.
Job Description
Who you are
You have a proven track record in operational excellence, with experience leading teams to enhance customer experiences. Your strategic mindset allows you to define and implement service excellence initiatives that prioritize customer needs in all decision-making processes. You are adept at leveraging technology, particularly AI tooling, to streamline processes and reduce customer friction. Your collaborative nature enables you to work effectively with R&D and policy teams, ensuring that best practices are developed and adhered to across the organization.
You possess strong analytical skills, allowing you to assess customer feedback and operational metrics to drive continuous improvement. Your ability to communicate effectively with stakeholders at all levels ensures that the voice of the customer is represented in strategic discussions. You are passionate about creating inclusive experiences and are committed to fostering a culture of excellence within your team.
What you'll do
As the Director of Customer Operations, you will lead the charge in defining and executing the service excellence strategy for TripAdvisor. You will work closely with various teams to identify areas for improvement and implement solutions that enhance the customer journey. Your role will involve championing the use of AI tooling to develop self-service solutions that empower customers and streamline operations. You will also be responsible for establishing best practice standards that align with the company's commitment to customer-first decision-making.
You will collaborate with cross-functional teams to ensure that customer feedback is integrated into product development and operational processes. Your leadership will be crucial in fostering a culture of accountability and excellence, where team members are encouraged to innovate and contribute to the overall success of the organization. You will monitor key performance indicators to assess the effectiveness of implemented strategies and make data-driven decisions to optimize customer experiences.
What we offer
TripAdvisor offers a dynamic work environment where you can make a significant impact on customer experiences. You will have the opportunity to work with a talented team dedicated to operational excellence and customer satisfaction. The role is hybrid, allowing for flexibility in your work schedule while requiring some presence in the London office. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.
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