Director, Service Delivery & Excellence, B2B

United Kingdom·Londonexecutive

OtherDirector

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Responsible for the development and execution of the B2B support organization in line with Company strategy and OKRs.

Requirements Summary

Proven success leading multi-site operations ( 100+ FTE ) with hands-on BPO vendor management (RFPs, contract negotiations, QA, and governance).

Technical Tools

OtherDirector

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.

Responsibilities

~1 min read

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.

Requirements

~1 min read

Nice to Have

~1 min read

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

What We Offer

~1 min read

✓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.

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.

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.

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!