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About the Role
As Director, Service Delivery & Excellence, B2B, you will lead the end-to-end B2B support organization across Viator Supply and Bókun. You will modernize support operations by leveraging AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.
Responsibilities
- Develop and execute the B2B support organization strategy in line with Company strategy and OKRs.
- Own front-line operational delivery across Viator Supply (onboarding, product creation/setup, compliance, verification, ongoing support) and Bókun (sign-up support, early customer success, SaaS technical support).
- Lead end-to-end BPO commercial relationships across partner sites in North Africa and Asia, managing RFPs, contract negotiations, SOWs, workforce capacity planning, and vendor performance.
- Identify, design, and implement AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations.
- Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit supplier quality metrics.
- Apply continuous improvement frameworks (Lean Six Sigma) to eliminate friction and own the support technology stack with Salesforce at the core.
- Manage operational headcount, vendor spend, and tooling budgets, and expand proactive quality initiatives and revenue-generating support activities.
- Collaborate effectively with key stakeholders within the Supply/Bokun organizations and across the organization.
Requirements
- 8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers.
- Proven success leading multi-site operations (100+ FTE) with hands-on BPO vendor management (RFPs, contract negotiations, QA, and governance).
- Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact.
- Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems.
- Experience operating in regulated environments with compliance/vetting frameworks.
- Expertise in workforce forecasting and capacity planning across hybrid teams.
- Full operational budget ownership (staffing, vendor spend, tooling).
- Willingness to travel internationally c. 30% of the time (site visits to North Africa and Asia).
- Travel, hospitality, or SaaS/marketplace industry experience preferred.
- COPC certification preferred.
- Lean Six Sigma Green/Black Belt preferred.
Skills
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset.
Location
- Hybrid (Oxford, UK)
Work Type
- Hybrid
- Remote-friendly
Experience Level
- 8+ years
Benefits
- Competitive compensation packages (base salary and annual bonuses)
- Flexibility to suit your lifestyle
- 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.