Director, Service Delivery & Excellence, B2B Support

• Join Tripadvisor as Director of Service Delivery & Excellence for B2B Support, working hybrid from Oxford 2–3 days a week. • Lead the end-to-end B2B support organisation across Viator Supply and Bókun. • Combine front-line service delivery and service excellence into a single mandate. • Modernise support operations with AI and automation to cut cost-to-serve. • Raise quality, first-contact resolution and supplier satisfaction across the partner lifecycle. • Manage BPO partners across sites in North Africa and Asia.

• Bring 8+ years in B2B support, partner operations or service delivery, including managing managers. • Show proven success leading multi-site operations of 100+ FTE with hands-on BPO vendor management. • Bring a track record of deploying AI or automation tools across support with measurable impact. • Know Salesforce well as a support platform, plus contact-centre telephony and knowledge systems. • Show experience in regulated environments with compliance and vetting frameworks. • Bring expertise in workforce forecasting and capacity planning. • Own full operational budgets, including staffing, vendor spend and tooling. • Travel internationally around 30% of the time to sites in North Africa and Asia.

• Bring experience in travel, hospitality or SaaS and marketplace businesses. • Hold a COPC certification. • Hold a Lean Six Sigma Green or Black Belt. • Bring Salesforce Administrator training.

• Develop and deliver the B2B support strategy in line with company OKRs. • Own front-line delivery across Viator Supply onboarding, verification and support, and Bókun SaaS support. • Lead BPO relationships, including RFPs, contract negotiations, SOWs and vendor performance. • Design and ship AI tooling, self-serve capabilities and workflow automation. • Enforce onboarding compliance and audit supplier quality metrics. • Apply Lean Six Sigma and own the Salesforce-based support tech stack. • Manage headcount, vendor spend and tooling budgets, and grow revenue-generating support activities.

• Earn a competitive salary plus an annual bonus. • Enjoy a flexible schedule built around work-life balance. • Use an annual lifestyle benefit for travel, wellness or anything you choose. • Get tuition assistance and charitable donation matching. • Enjoy travel perks and discounts. • Access an employee assistance programme and health benefits. • Earn generous referral rewards.

Tripadvisor Group connects people to experiences worth sharing and aims to be the world’s most trusted source for travel. Its brands include Tripadvisor, Viator and TheFork, with two-sided marketplaces for experiences, accommodation and restaurants. Viator connects travellers with experience operators, while Bókun provides booking software to operators worldwide.