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About the Role

We are seeking a Performance Lead – Booking Assistance to drive conversion performance and enhance customer experience across our global outsourced operations. In this role, you will bridge strategy and frontline execution to foster operational excellence across our BPO partner network. By combining strong leadership with sharp commercial acumen, you will establish robust governance, develop agent capabilities, and align vendor partners with our growth and satisfaction goals. The ideal candidate is a data-driven problem solver skilled at turning operational analytics into actionable insights and product improvements. You will analyse conversion funnels, identify drop-off causes, and partner with Service Excellence, Product, Tech, and Data teams to reduce booking friction. Whether shaping AI roadmaps or leading experiments, your ability to influence stakeholders and champion customer-first innovation will directly boost conversions and improve the booking journey.

Responsibilities

Drive Booking Conversion: Rigorously track and analyse funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels.
Lead Vendor Excellence: Partner with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities.
Diagnose Root Causes: Conduct deep-dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution.
Optimize Customer Journeys: Translate frontline customer insights into concrete improvement initiatives, collaborating cross-functionally with Product and Supply to eliminate journey friction.
Champion AI & Automation: Co-design and implement next-generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities.
Pioneer Operational Experiments: Design, launch, and evaluate pilot projects and A/B tests to validate conversion enhancements and scale high-impact strategies across networks.
Deliver Strategic Insights: Synthesize complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders.
Mobilize Cross-Functional Teams: Champion resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals.

Requirements

Proven track record (5+ years) driving operational execution, sales/conversion growth, or performance management in customer-centric environments.
Demonstrated expertise in managing outsourced BPO operations, holding vendors accountable, and driving continuous capability improvements.
Expert command of conversion funnel metrics, operational SLAs, and customer behavior modeling.
Strong analytical capability to perform root-cause analysis and translate raw operational data into actionable strategic programs.
Proven ability to lead cross-functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority.
Uncompromising customer-first mindset balanced with sharp commercial awareness.

Skills

Commercial Mindset: Strong understanding of conversion and ability to connect operational performance with booking outcomes.
Data Driven: Ability to use data to generate insights, identify root causes and prioritise opportunities.
Vendor Leadership: Ability to influence BPO leadership, challenge performance and drive accountability.
Strategic Thinking: Able to look beyond agent performance and identify wider customer journey, product and process opportunities.
Experimentation: Strong test-and-learn/A-B testing mindset with the ability to measure impact.
AI & Technology: Understanding of how AI, automation and Agent Assist can improve customer journeys and frontline performance.
Industry: Experience within Travel, e-commerce or a marketplace environment.

Location

London

Work Type

Hybrid

Experience Level

5+ years

Education Level

Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience.

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.