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Director, Service Excellence
Full-time
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. Subsidiaries include Tripadvisor, Viator, and TheFork.
The Role
As the Service Excellence Director you will champion our operational excellence culture across our operations, accountable for defining service excellence strategy with a customer-centric focus. This role will enable our next-generation customer experience — removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes.
Key Responsibilities
AI-Tooling
Define a 2–4 year strategic investment plan for AI-enabled technology replacing legacy tooling
Continuously identify opportunities to leverage AI-tooling to enhance customer experience
Define new AI-Assistance success metrics, putting customer resolution before cost-to-serve strategies
Process Improvement & Innovation
Leverage customer insights and data analytics to identify process gaps and friction points
Lead re-engineering and standardization initiatives using Lean / Six Sigma methodologies
Partner cross-functionally to simplify workflows, reduce cost-to-serve, and improve resolution speed
BPO & Automation
Drive automation, AI adoption, and self-service enablement to enhance efficiency
Lead cross-functional initiatives that align service excellence with business OKRs
Quality Assurance
Define and oversee AI and Human-agent quality assurance frameworks
Drive measurable improvements in Customer Sentiment, Resolution Rate, and Contact Propensity reduction
Qualifications
Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation
Managed both Global Vendor BPO Operations and In-house escalation or resolution teams
Proven track record in process improvement, optimisation and automation aligned with Six Sigma
Strong commercial awareness, balancing resolution experience with efficiency
Customer first mindset, advocating for simplicity and putting yourself in the shoes of the customer
