Director of Effortless Service Delivery & CX

TripAdvisor LLC; Greater London; Hybrid; GBP 80,000 - GBP 120,000; Full time

Job summary

A leading travel technology company in the United Kingdom seeks a Service Delivery Director. This pivotal role requires defining the customer service strategy for Viator-Experiences, managing global operations, and driving exceptional customer support. Candidates should have over 10 years of experience in customer operations and demonstrate strong leadership skills. The position offers hybrid working arrangements across London and Oxford, with a competitive compensation package and numerous employee benefits.

Benefits

Competitive compensation packages

Flexible schedule

Donation matching

Tuition assistance

Lifestyle benefit

Travel perks

Health benefits

Qualifications

• 10+ years experience in Customer Operations or CX Transformation.
• Experience managing Global Vendor BPO Operations.
• Demonstrated success leading teams, especially Managers and Team Leads.

Responsibilities

• Define customer service strategy for the Viator-Experiences business.
• Manage outsourced operations and in-house resolution teams.
• Champion operational excellence with a customer-centric focus.

Skills

Customer operations management

Service excellence

Strong communication

Data-driven decision-making

Education

Bachelor's degree or equivalent

Job description

A leading travel technology company in the United Kingdom seeks a Service Delivery Director. This pivotal role requires defining the customer service strategy for Viator-Experiences, managing global operations, and driving exceptional customer support. Candidates should have over 10 years of experience in customer operations and demonstrate strong leadership skills. The position offers hybrid working arrangements across London and Oxford, with a competitive compensation package and numerous employee benefits.