Service Operations Compliance Lead (Viator)

Service Operations Compliance Lead I Viator

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.

The Service Compliance Lead ensures that Service Operations delivered to our customers by our service associates adheres to our operating processes and procedures, in relation to refunds, promotion/coupons and gestures of goodwill.  They are responsible for the overall spend ensuring we are always customer first in our approach, aligned with regional customer regulations.

Regular audit of our statement of work to ensure vendors deliver under our contractual obligations across our marketplace operations, for traveler, operator and partners.  Identify opportunities to leverage AI technology and automate processes used within Contact Centers to adhere to operational and financial processes. Mitigate risk by conducting audits, mitigation planning, internal/external employee knowledge assessment, training and implementing security procedures.

Operating in our fast-moving, and highly competitive environment, we advocate for our customers in our behaviour and decision making.   At Tripadvisor we are Traveler first in all our decision making.

Job Location: Hybrid

This role is a hybrid position that requires 3 days per week in our London Office.

• Performing regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes.

• Monitoring of AI and Human compliance in handling of refunds, promotions and Gesture of GoodWill processes.

• Investigate potential compliance breaches or complaints, report findings to CS Management

• Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance

• Identify Refund or Gesture of Goodwill process/policy adherence, to identify if Supplier or Vendor error

• Collaborate with AI Service Lead to ensure AI tools adhere to refund/compensation service processes

• Maintain working knowledge of tours & activities industry specific regulations, including consumer refund and compensation regulations

• Drafting, updating, and enforcing internal refund/compensation processes to comply Regional regulations

• Take the lead on collaborating with business partners

• Build trusted relationships with internal business units and external vendors

• Maintain audit documentation on processes and prepare compliance reports for CS Management

• Maintain weekly Gesture of Goodwill spend reporting

• Maintain weekly Supplier & Vendor Clawback for process/policy breach

• Responsible for auditing Gesture of GoodWill spending

• Responsible for ensuring clawback from Supplier or external vendor is accurately credited to CS-OPS P&L

• Build investment strategy to enable AI automated tooling to elevate ability audit and monitor operations

• Working with CS AI Lead ensure future voice/non-voice AI-Assist remains compliant to regional regulations

• Internal Auditor Certification/Certified Compliance Analyst

• 3+ years experience in Customer Operations, Service Excellence or CX Transformation

• Experience working with Global Vendor BPO Operations in an audit or risk analyst role

• Gen AI Governance experience

• Close-Loop resolution for process mitigation 

• Customer obsessed 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!