Tripadvisor - Director, Service Delivery | Viator
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Requirements
• Point of contact for all business escalations to resolve and retain our customers • Stay connected to customer needs ensuring we win • Elevated Knowledge • Elevated Knowledge • Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise • Identify, build and evolve global training programs to enhance product knowledge and service capability. • Stakeholder Management • Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities • Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors. • Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment • Leadership & People Development • Manage, coach, mentor and inspire a global team of service professionals. • Build a pipeline of talent and succession plans with apprenticeships • Foster a culture of accountability, collaboration, and innovation across geographies. • Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment • Financial Steward • Financial Steward • Responsible for line of business budgets and finances • Define project ROI investments • Compensation strategy to resolve and retain • Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation • Bachelor’s degree or equivalent related experience • Managed both Global Vendor BPO Operations and In-house escalation or resolution teams. • Demonstrated success leading a team; previous experience leading Managers and Team Leads • Strong commercial awareness, with the ability to balance resolution experience with efficiency • Close-Loop resolution for product or process blockers causing customer friction with measured impact • Relentless collaboration building strong stakeholder relationships to influence and execute • Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
Responsibilities
• Front Line Support • Front Line Support • Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams • Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution • Define service-solutions to reduce contact-propensity through product, policy and process improvement • Strategic review of operational network and define 2-4yr operational footprint
Benefits
• 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. • 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 • 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 [email protected]. • If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!
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