Tripadvisor
Director, Service Delivery & Excellence, B2B
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About Tripadvisor
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.
What You’ll Do
Company: Tripadvisor Experiences (Viator Supply & Bókun)
Reports To: Chief Commercial Officer, Experiences
Scope: Viator Supply & Bókun
Team Structure: 6 direct reports (4 solid line, 2 matrixed); global manager-of-managers setup leading onshore teams and offshore BPOs (~100+ FTE in North Africa and Asia)
Location & Travel: Hybrid (Oxford, UK) | c. 30% international travel (quarterly BPO site visits, offsites and conferences)
1. Position Summary
Our experience operators and suppliers are the product. Every traveler experience on Viator starts with an operator who is seamlessly onboarded, verified, and supported; every Bókun customer decides whether to stay in their first weeks on the platform, and requires ongoing technical support for success and retention.
As Director, Service Delivery & Excellence, B2B, you will lead the end-to-end B2B support organization across Viator Supply and Bókun. Combining Front-Line Service Delivery and Service Excellence into a single mandate, you will modernize support operations—leveraging AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.
2. Key Responsibilities
- Strategy and Planning: Responsible for the development and execution of the B2B support organization in line with Company strategy and OKRs.
- End-to-End B2B Support Operations: Own front-line operational delivery across Viator Supply (onboarding, product creation/setup, compliance, verification, ongoing support) and Bókun (sign-up support, early customer success, SaaS technical support).
- BPO Strategy & Vendor Governance: Lead end-to-end BPO commercial relationships across partner sites in North Africa and Asia—managing RFPs, contract negotiations, SOWs, workforce capacity planning, and vendor performance management.
- AI & Operational Transformation: Identify, design, and ship AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations to scale support efficiently.
- Compliance, Verification & Quality Control: Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit supplier quality metrics to protect platform integrity and traveler experience.
- Process Excellence & Systems Ownership: Apply continuous improvement frameworks (Lean Six Sigma) to eliminate friction; own the support technology stack with Salesforce at the core.
- Commercial Contribution & Budgeting: Manage operational headcount, vendor spend, and tooling budgets. Expand proactive quality initiatives and revenue-generating support activities (supplier upsells and SaaS tier upgrades).
- Collaborate effectively with Key Stakeholders: within the Supply/Bokun organizations and across the organization
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3. Requirements & Minimum Qualifications
- 8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers.
- Scale & BPO Management: Proven success leading multi-site operations (100+ FTE) with hands-on BPO vendor management (RFPs, contract negotiations, QA, and governance).
- AI & Automation Track Record: Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact.
- Salesforce & Technology Systems: Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems.
- Compliance & Workforce Planning: Experience operating in regulated environments with compliance/vetting frameworks; expertise in workforce forecasting and capacity planning across hybrid teams.
- Budget Stewardship & Travel: Full operational budget ownership (staffing, vendor spend, tooling); willing to travel internationally c. 30% of the time (site visits to North Africa and Asia).
- Preferred: Travel, hospitality, or SaaS/marketplace industry experience; COPC certification; Lean Six Sigma Green/Black Belt.
4. Leadership Values & Attributes
- Traveler First: Recognize that supplier operational health directly shapes traveler experience. Practice Behavioral Truth Seeking (prioritizing customer action over anecdotes) and Scientific Validation (utilizing A/B testing over expert opinion).
- Execution is Our Edge: Drive High-Velocity Execution using the 80/20 rule. Champion AI-First Adoption to automate manual tasks and maintain a fail-fast learning mindset.
- We Succeed Together: Practice Radical Accountability ("no problem is someone else's problem") and Empowered Ownership by pushing decisions to the lowest level. Lead with high EQ, low ego, and empathetic change leadership.
Skills & Experience
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset
Other Requirements
- Experience in managing cross-functional teams.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work under pressure and meet tight deadlines.
- Experience with vendor management and negotiation.
- Experience in leading digital transformation initiatives.
- Strong financial acumen and budget management skills.
- Experience in a customer-facing role with a focus on service delivery.
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What We Offer
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Our Cultural Pillars
- Traveler first: 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.
- Execution is our edge: 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.
- We succeed together: 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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