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About the Role
We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog.
Responsibilities
- Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review.
- Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities.
- Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams.
- Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms.
- Monitor AI system performance (e.g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles.
- Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling.
- Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation.
- Ensure AI tools comply with data protection regulations (e.g. UK GDPR) and internal governance frameworks.
- Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions.
- Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools.
- Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour.
- Present project updates, performance data, and business cases to senior leadership and executive stakeholders.
- Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions.
- Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways.
- Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance.
Requirements
- 3+ years of project management experience, ideally within customer service, contact centre, or CX environments.
- Demonstrated experience delivering AI, automation, or digital transformation projects (e.g. conversational AI, RPA, NLP, knowledge management tools).
- Strong understanding of customer service operations, including contact centre metrics, workflows, and team structures.
- Excellent stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
- Proficiency with project management methodologies (Agile, Scrum, Waterfall, or hybrid approaches).
- Analytical mindset with experience using data to track performance and make evidence-based decisions.
- Familiarity with data privacy obligations relevant to AI, including UK GDPR.
- Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar.
- Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in a service context.
- Project management certification (e.g. PMP, PRINCE2, APM, or SAFe).
- Background in change management, employee engagement, or learning & development.
Skills
- AI
- Automation
- Project Management
- Customer Service Operations
- Agile
- Scrum
- Waterfall
- Data Analysis
- UK GDPR
- Salesforce Einstein
- Zendesk AI
- Google CCAI
- Genesys
- Large Language Models (LLMs)
- Prompt Engineering
- Generative AI
- Change Management
- Employee Engagement
- Learning & Development
Location
- London, UK
Work Type
- Hybrid
Experience Level
- 3+ years
Benefits
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule.
- Donation matching.
- Tuition assistance.
- Lifestyle benefit.
- Travel perks.
- Employee assistance program.
- Health benefits.
- Generous referral scheme.
About the Company
- The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences.
- We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
- The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
Equal Opportunity
- We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.