Performance Lead – Booking Assistance

• Join Tripadvisor as Performance Lead for Booking Assistance, working hybrid from London 1–2 days a week. • Drive booking conversion and customer experience across global outsourced operations. • Bridge strategy and frontline execution across the BPO partner network. • Turn operational analytics into insights and product improvements that reduce booking friction. • Shape AI roadmaps, including Agent Assist and smart routing. • Partner with Service Excellence, Product, Tech and Data teams.

• Bring 5+ years driving operational execution, conversion growth or performance management in customer-centric environments. • Show expertise managing outsourced BPO operations and holding vendors accountable. • Command conversion funnel metrics, operational SLAs and customer behaviour modelling. • Run root-cause analysis and turn operational data into strategic programmes. • Lead cross-functional initiatives and influence Product, Engineering and Supply without direct authority. • Balance a customer-first mindset with sharp commercial awareness. • Hold a degree in Business, Operations or Economics, or bring equivalent practical experience.

• Bring experience in travel, e-commerce or marketplace environments. • Show a strong test-and-learn mindset with A/B testing experience. • Understand how AI, automation and Agent Assist improve frontline performance. • Bring experience presenting insights to executive stakeholders.

• Track and analyse funnel performance to grow conversion across outsourced channels. • Partner with BPO leadership on accountability, improvement plans and agent capability. • Run deep-dive analyses to find conversion blockers across product, process, supply, pricing and agents. • Turn frontline customer insights into journey improvements with Product and Supply. • Co-design AI tooling such as Agent Assist, smart routing and personalised support. • Design and evaluate pilots and A/B tests, then scale what works. • Turn complex data into clear executive narratives. • Align executive sponsors, product owners and vendors to resolve complex blockers.

• Earn a competitive salary plus an annual bonus. • Work hybrid with just 1–2 office days a week and a flexible schedule. • 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. Tripadvisor supports travellers through booking assistance delivered across a global partner network.