Director, Service Excellence

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

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.

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.

• 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

• 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.

• 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.

• Define and oversee AI and Human-agent quality assurance frameworks.

• Drive measurable improvements in Customer-Sentiment, Resolution Rate, and reduce Contact-Propensity

• Lead cross-functional initiatives that align service excellence with business OKRs.

• Drive automation, AI adoption, and self-service enablement to enhance efficiency.

• 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

• 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

• 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

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

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