Director, Service Excellence

Tripadvisor

London, United Kingdom
On-site
Customer-centric service excellence strategy
Leverage ai-tooling for customer experience
Define ai-assistance success metrics
Champion an operational excellence culture with a customer-centric focus to define service excellence strategy

Job Summary

  • Champion an operational excellence culture with a customer-centric focus to define service excellence strategy.
  • Lead initiatives in AI-tooling, process improvement, knowledge & training, quality assurance, and BPO go-to-market projects.
  • Manage, coach, and inspire a global team of service professionals while fostering a culture of accountability and innovation.

Matching Summary

Champion an operational excellence culture with a customer-centric focus to define service excellence strategy.

Skills & Requirements

Must-have

  • Customer-centric service excellence strategy
  • Leverage AI-tooling for customer experience
  • Define AI-Assistance success metrics
  • Process re-engineering using Lean/Six Sigma
  • Global training programs for service capability
  • AI and Human-agent quality assurance frameworks
  • Manage global BPO operations and in-house teams
  • Develop trusted stakeholder relationships

Nice-to-have

  • Traveler first mindset
  • Execution at speed
  • Strong influencing skills
  • Strategic thinker leveraging data
  • Data-driven improvement opportunities
  • Experience in the Travel Industry

Key Requirements

  • Director+ level with 10+ years experience
  • Bachelor’s degree or equivalent related experience
  • Proven track record in process improvement and automation aligned with Six Sigma Methodology
  • Managed Global Vendor BPO Operations and In-house escalation or resolution teams
  • Strong commercial awareness balancing resolution experience with efficiency
  • Close-Loop resolution for product or process blockers

Work Rights

Not specified

Tailored Resume

Cover Letter