Performance Delivery Manager - BPO

Trip Group; City of Edinburgh; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A prominent travel service provider is seeking a Performance Delivery Manager - BPO in Edinburgh. You will enhance customer experience by monitoring performance metrics, managing partner relations, and leading operational improvements. Ideal candidates have over 3 years in BPO operations and strong analytical skills. The position offers competitive leave, hybrid working options, and various employee benefits.

Benefits

33 days annual leave

Health cash back plan

Monthly performance bonuses

Free on-site gym

Qualifications

• Proven ability to translate data insights into action.
• Thrives under pressure with excellent prioritisation and multitasking abilities.
• Willingness to travel across partner sites when required.

Responsibilities

• Monitor and analyse key performance metrics (KPI, NPS).
• Identify performance gaps and lead initiatives to improve quality.
• Act as a cultural ambassador and promote collaboration.

Skills

3+ years’ experience in BPO operations

Strong analytical skills

Excellent problem-solving skills

Confident communicator

Stakeholder management

Ability to manage KPIs

Job description

About Us

Trip.com Group is a global leader in travel services, bringing together trusted brands like Trip.com, Ctrip, Skyscanner, and Qunar. Since our founding in 1999, we’ve grown to serve millions of travellers worldwide, helping them plan and enjoy the perfect trip.

With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.

The Role

We’re looking for a Performance Delivery Manager - BPO to drive operational excellence and performance across our global BPO partner network. You’ll champion Trip.com’s service standards, ensuring a consistently outstanding customer experience while fostering collaboration, cultural alignment, and continuous improvement across multiple sites.

Acting as a bridge between Trip.com and our partners, you’ll empower teams to deliver world-class service through insight, influence, and strong relationship management.

What You’ll Do

Performance Management

• Monitor and analyse key performance metrics, including KPIs, NPS, QA, and service efficiency.
• Identify performance gaps and lead targeted initiatives to improve quality and satisfaction.
• Deliver data-driven insights and reporting to stakeholders.

Operational Support & Partner Engagement

• Be the main point of contact for partner operations, managing escalations and ensuring operational readiness for new processes or changes.
• Provide guidance and support to maintain consistency and high standards across all locations.

Collaboration & Culture

• Act as a cultural ambassador, embedding Trip.com values and promoting a collaborative, high-performance mindset.
• Partner with Training, Product, Quality, and Workforce teams to support shared operational goals.

Leadership & Recruitment

• Support recruitment and onboarding across BPO sites, ensuring alignment with Trip.com standards.
• Guide partner leaders on governance, performance management, and team development.

What you’ll Need to Succeed

• 3+ years’ experience in BPO operations or vendor management.
• Strong analytical, organisational, and problem‑solving skills.
• Proven ability to translate data insights into action.
• Confident communicator with strong stakeholder‑management and presentation skills.
• Experience handling escalations and managing KPIs.
• Thrives under pressure with excellent prioritisation and multitasking abilities.
• Willingness to travel across partner sites when required.

Why You’ll Love Working Here

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly performance bonuses & $450 USD refer‑a‑friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on‑site gym and discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

Culture

At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!

Find out more job opportunities at https://careers.trip.com