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About the Role
The AI Quality Assurance Program Manager ensures that all artificial intelligence systems across Tripadvisor’s Travel Experiences execute reliably, accurately, and aligned with business goals. This role is positioned at the intersection of AI performance, traveler satisfaction, and product development, establishing testing frameworks, auditing AI outputs, and turning quality findings into actionable operational insights. The role drives performance tracking, unblocks cross-functional teams, and regularly reports AI accuracy, success metrics, and enhancement roadmaps to executive leadership.
Responsibilities
- Define the AI-Era Quality Strategy: Establish the end-to-end quality framework across human agents and AI agents, evolving QA from traditional sample-based auditing toward continuous, AI-enabled quality management.
- Establish AI Quality & Testing Frameworks: Design and maintain comprehensive evaluation benchmarks, testing protocols, and human-in-the-loop (HITL) workflows to verify AI agents, support bots, and recommendation engines operate as intended.
- Audit AI Outputs & Traveler Interactions: Continuously evaluate AI-generated outputs (e.g., automated support chats, tour recommendation accuracy, and booking updates) for intent fulfillment, safety, tone, and hallucination prevention.
- Drive Business Updates & Insights: Deliver executive-ready reporting that translates complex QA evaluation data, model accuracy rates, and error trends into strategic recommendations for business leaders.
- Lead Cross-Functional AI Improvements: Partner closely with Data Science, AI Engineering, Product, and CX teams to turn QA findings into prompt refinements, model fine-tuning, and updated knowledge base inputs.
- Maintain Release Momentum: Track project timelines for new AI deployments, manage QA regression testing schedules, and hold technical teams accountable to quality standards before full traveler rollout.
Requirements
- 4–6 years in technical program management, QA management, or AI/ML product operations focused on system reliability and evaluation.
- Strong operational knowledge of AI/LLM testing methodologies, prompt evaluation, intent recognition accuracy, and AI safety guardrails.
- Proven ability to analyze AI logs, leverage analytics tools, and turn quality metrics into clear, executive-ready presentations and dashboards.
- Exceptional track record of bridging technical AI engineering teams with business stakeholders and front-line traveler support operations.
- Deep interest in online travel, traveler behavior, and maintaining high trust across consumer-facing AI interactions.
- Hands-on experience with modern LLM evaluation tools, annotation platforms, or customer service AI tools (e.g., Zendesk AI, Intercom, Salesforce).
- Background in travel tech, e-commerce marketplaces, or fast-scaling consumer platforms.
Skills
- AI/LLM testing methodologies
- Prompt evaluation
- Intent recognition accuracy
- AI safety guardrails
- AI logs analysis
- Analytics tools
- Executive-ready presentations
- Dashboards
- LLM evaluation tools
- Annotation platforms
- Customer service AI tools
Location
- London
Work Type
- Hybrid
- Remote-friendly
Experience Level
- 4-6 years
Salary/Compensations
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
Benefits
- Competitive compensation packages
- Base salary
- Annual bonuses
- Flexibility to suit your lifestyle
- Remote-friendly approach
- Option to join on-site
- Flexible schedule
- Work-life balance
- 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.