Senior Partner Support Executive

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.

Job Location: Hybrid

The Senior Partner Support Executive serves as an expert escalation layer, data-informed process innovator, and subject matter authority across our partner support ecosystem. As a core pillar of Customer Service Operations (CS Ops), you live a customer-first philosophy—enabling partners to unlock maximum value for the traveler.

By leveraging a strategic blend of Automation, AI-Assist, and Human-Assist, you remove friction across every step of the journey to plan, book, and enjoy amazing experiences while protecting Tripadvisor's legacy of trusted, exceptional care. Working alongside onshore and offshore teams, you utilize data tools to resolve complex escalations, measure issue impact, eliminate operational effort, mentor junior colleagues, and flexibly support any initiative managed by the team.

• Serve as the senior escalation point for complex, high-priority partner issues routed from front-line agents (onshore/offshore), Account Managers, and cross-functional stakeholders.

• Take end-to-end ownership of critical Key Account friction, bringing cases to rapid, high-quality resolution within established delegation-of-authority limits while championing customer-first service.

• Leverage core data platforms—including BigQuery (BQ) and Looker—to query, investigate, and analyze complex operational trends.

• Measure and quantify the real-world business and traveler impact of platform bugs, system outages, and process gaps (e.g., calculating impacted Gross Booking Value, affected booking volume, or partner segment reach) to help leadership prioritize technical and operational fixes.

• Proactively audit day-to-day workflows with a CS Ops efficiency mindset to identify operational bottlenecks, redundancies, and process gaps.

• Develop concrete improvement ideas and present structured, data-informed proposals to the Partner Support Manager to streamline team operations and eliminate effort.

• Actively identify opportunities where repetitive tasks can be automated or augmented with AI to reduce operational friction.

• In compliance with company AI usage, data privacy, and security guidelines, take the initiative to build, test, and prototype early-stage ideas using internal company AI tools—presenting feasible business cases for manager/CS Ops approval prior to deployment.

• Maintain high flexibility and a strong willingness to learn, stepping up to take on task assignments, stretch projects, and strategic initiatives handled by the Partner Support team—even if they extend beyond traditional support bounds.

• Adapt swiftly to shifting team priorities, lending operational and analytical support to ad-hoc cross-functional campaigns or organizational needs.

• Assist and guide colleagues and front-line support representatives, serving as a trusted Subject Matter Expert.

• Share best practices, support onboarding, and assist colleagues through complex case troubleshooting to help elevate the overall capability of the support team.

• Consistently meet or exceed core performance indicators for escalated case queues, including Partner Satisfaction metrics, Time to Resolution, and SLA targets.

• Maintain exceptional quality standards while balancing operational efficiency and handling speed.

• Partner closely with internal teams (CS Vendor Operations, Account Management, Product, and others) to align on priority resolutions and smooth process updates.

• Act as a Subject Matter Expert on the Viator Partner Program and integration frameworks to eliminate booking and setup friction.

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!

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