Director, Service Delivery | Viator

As the Service Delivery Director you are accountable for defining front line customer service strategy for our Viator-Experiences business. You will enable our next-generation customer experience of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes. Hybrid working across Oxford and London offices.

Key Responsibilities

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

Experience Recovery

• Point of contact for all business escalations to resolve and retain customers

Leadership & People Development

• Manage, coach, mentor and inspire a global team of service professionals

• Foster a culture of accountability, collaboration, and innovation across geographies

Minimum 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

• Strong commercial awareness with the ability to balance resolution experience with efficiency

• 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