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About the Role
The CX & AI Operations Coordinator drives operational momentum within Tripadvisor’s Travel Experiences, leveraging AI tools and automation to elevate how we support global travelers. This role will keep key experience initiatives on track, monitor AI-driven support workflows, and deliver clear, actionable updates to leadership, focusing on eliminating friction across the traveler journey and ensuring seamless operational scaling.
Responsibilities
- Lead operational reporting for leadership, translating traveler sentiment, support analytics, and AI bot performance into concise, executive-ready updates.
- Track and manage AI-driven projects, including automated traveler triage, AI copilot tools for support agents, and self-service knowledge bases for tours, attractions, and activities.
- Monitor project timelines across Support, Engineering, Product, and Supply teams to ensure traveler-facing initiatives launch on schedule.
- Continuously identify operational friction in support ticketing and leverage AI automation to decrease response times for urgent, in-destination traveler inquiries.
- Ensure front-line traveler support teams are trained and aligned on new AI processes, maintaining clear standard operating procedures.
Requirements
- 2–4 years in customer operations, CX project management, or travel tech operations.
- Hands-on experience with modern AI-driven customer service platforms (e.g., Zendesk AI, Intercom, Salesforce) and workflow automations.
- Proven ability to drive cross-functional accountability, clear project bottlenecks, and keep high-stakes deliverables moving.
- Exceptional written and verbal communication, with a talent for converting complex operational data into digestible business updates.
- Passion for travel culture and a deep understanding of traveler pain points before, during, and after their booked experiences.
Skills
- AI
- Automation
- Customer Service Platforms
- Workflow Automations
- Project Management
- Communication
- Data Analysis
Location
- London
- Remote
Work Type
- Hybrid
- Remote-friendly
Experience Level
- Mid-level
Education Level
- Project management certification (e.g., CAPM, Scrum Master, or PMP coursework) is preferred.
Salary/Compensations
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
Benefits
- “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.