About the job
About Tripadvisor
The Tripadvisor Group is dedicated to connecting travelers with exceptional experiences worth sharing. Our mission is to be the most trusted source globally for travel and experiences. We harness our brands, advanced technology, and capabilities to engage our audience with rich content and travel insights, facilitating a two-sided marketplace for experiences, accommodations, dining, and other travel categories. Our portfolio includes well-known brands such as Tripadvisor, Viator, and TheFork.
Who We Are Looking For
We are seeking a dynamic and experienced Director of Service Delivery to lead our customer service strategy for the Viator Experiences business. This hands-on leadership role is essential in ensuring seamless customer resolutions on the first attempt, every time. You will oversee booking assistance, support for travelers, travel agents, and merchant partners while working in a hybrid environment across our Oxford and London offices.
In this role, you will manage the performance of our outsourced front-line operations and serve as the primary contact for all business escalations, guiding in-house resolution teams. Your leadership will be instrumental in fostering a culture of operational excellence with a strong focus on customer satisfaction in all decisions. You will drive initiatives aimed at reducing customer friction, implementing AI tools, developing self-service solutions, and ensuring efficient processes.
As part of a fast-paced and competitive team, you will advocate for our customers in all behaviors and decision-making processes. At Tripadvisor, our customers come first in everything we do.

