Performance Lead – Booking Assistance

• Join Tripadvisor, the travel group behind Tripadvisor, Viator and TheFork, in a hybrid role in London. • Drive booking conversion performance across global outsourced customer service operations. • Bridge strategy and frontline execution across the BPO partner network. • Analyse conversion funnels, find drop-off causes and reduce booking friction. • Co-design AI tooling such as Agent Assist and smart routing with Product and Tech. • Visit the London office 1–2 days a week.

• Bring 5+ years driving operational execution, conversion growth or performance management in customer-centric environments. • Hold a bachelor’s degree in Business, Operations, Economics or bring equivalent practical experience. • Show demonstrated expertise managing outsourced BPO operations and holding vendors accountable. • Bring expert command of conversion funnel metrics, operational SLAs and customer behaviour modelling. • Perform root-cause analysis and turn raw operational data into strategic programmes. • Lead cross-functional initiatives and influence Product, Engineering and Supply without direct authority. • Balance an uncompromising customer-first mindset with sharp commercial awareness. • Bring a strong test-and-learn mindset with the ability to measure impact. • Commute to the London office 1–2 days a week.

• Bring experience in travel, ecommerce or a marketplace environment. • Show understanding of how AI, automation and Agent Assist improve frontline performance. • Bring experience running A/B tests across operational channels. • Show experience presenting executive-level narratives to senior stakeholders.

• Track and analyse funnel performance to unlock conversion growth across outsourced channels. • Partner with BPO leadership on accountability, performance improvement plans and agent capability. • Run deep-dive analyses to isolate conversion blockers across product, process, supply, pricing and agent execution. • Turn frontline customer insights into improvement initiatives with Product and Supply. • Co-design and implement AI tooling, including Agent Assist, smart routing and personalised support. • Design, launch and evaluate pilots and A/B tests, then scale what works. • Turn complex data into clear executive narratives explaining drivers, trends and action plans. • Align executive sponsors, product owners and vendor partners to resolve operational blockers.

• Receive a competitive compensation package with base salary and annual bonuses, benchmarked against industry data. • Work in a hybrid setup with just 1–2 days a week in the London office. • Enjoy a flexible schedule in a culture built around work-life balance. • Get health benefits with competitive premiums. • Use an annual lifestyle benefit to spend on travel, wellness or whatever suits you. • Receive annual tuition assistance for qualified programmes. • Get travel perks and discounts. • Benefit from charitable donation matching. • Access an employee assistance programme and a generous referral scheme.

The Tripadvisor Group connects people to experiences worth sharing and aims to be the world’s most trusted source for travel and experiences. Its brands include Tripadvisor, Viator and TheFork, spanning two-sided marketplaces for experiences, accommodations and restaurants. The group is listed on the Nasdaq as TRIP.