Director, Service Delivery | Viator

Who are we looking for?

As the Service Delivery Director you are accountable for defining front line customer service strategy for our Viator-Experiences business.  Hands on leader to ensure an effortless customer resolution first time, every time.  Responsible for booking assistance, booking tours and activities, supporting our travelers, Travel Agents and Merchant Partners. Hybrid working across our Oxford and London offices.

Performance management of our front-line outsourced operations and point of contact for all business escalations managing in-house resolution teams.  You will champion our operational excellence culture with a customer centric focus in all decision making.  This role will enable our next-generation customer experience of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes.

Operating in our fast-moving and highly competitive environment, part of a team that are embedded advocates for our customers in our behaviour and decision making to win our customers.   At Tripadvisor we are customer first in all decision making.

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 our customers

• Stay connected to customer needs ensuring we win

Elevated Knowledge

• Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise

• Identify, build and evolve global training programs to enhance product knowledge and service capability.

Stakeholder Management

• Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities

• Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.

• Implement Service Excellence initiatives, projects and programs, measuring the uplift in customer sentiment

Leadership & People Development

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

• Build a pipeline of talent and succession plans with apprenticeships 

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

• Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment

Financial Steward

• Responsible for line of business budgets and finances

• Define project ROI investments

• Compensation strategy to resolve and retain

Minimum Qualifications & Experience:

• Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation

• Bachelor’s degree or equivalent related experience

• Managed both Global Vendor BPO Operations and In-house escalation or resolution teams.

• Demonstrated success leading a team; previous experience leading Managers and Team Leads

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

• Close-Loop resolution for product or process blockers causing customer friction with measured impact

• Relentless collaboration building strong stakeholder relationships to influence and execute

• Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer

Skills you should bring to the role:

• Traveler first:  drive exceptional value and effortless resolution service-support (essential)

• Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential)

• Communication:  strong influencing skills with ability to articulate issues to C-Level leadership  (required)

• Strategic thinker:  with strong influence skills and ability to leveraging data  (required)

• Data Driven: Leverage data to identify improvement opportunities, A/B test mindset  (required)

• Industry:  Experience in a similar role within the Travel Industry (Preferred)

• 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