Project Operations Coordinator - CX & AI

Project Operations Coordinator I Tripadvisor

About Tripadvisor 

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.

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. In this role, you will keep key experience initiatives strictly on track, monitor AI-driven support workflows, and deliver clear, actionable updates to leadership. Your core focus will be eliminating friction across the traveler journey—from booking tours and activities to on-the-ground support—ensuring our operations scale seamlessly to keep travelers moving.

Job Location: Hybrid

This role is a hybrid position that requires 2/3 days per week/month in our London office.

Key Responsibilities

• Drive Experience & AI Updates:Lead operational reporting for leadership, translating traveler sentiment, support analytics, and AI bot performance into concise, executive-ready updates.

• Oversee AI Support Implementations: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.

• Track Deliverables & Keep Teams on Schedule:Monitor project timelines across Support, Engineering, Product, and Supply teams to ensure traveler-facing initiatives launch on schedule.

• Optimize the Traveler Journey:Continuously identify operational friction in support ticketing and leverage AI automation to decrease response times for urgent, in-destination traveler inquiries.

• Cross-Functional Alignment:Ensure front-line traveler support teams are trained and aligned on new AI processes, maintaining clear standard operating procedures.

Qualifications

• Experience:2–4 years in customer operations, CX project management, or travel tech operations.

• AI & Tech Literacy:Hands-on experience with modern AI-driven customer service platforms (e.g., Zendesk AI, Intercom, Salesforce) and workflow automations.

• Execution & Accountability:Proven ability to drive cross-functional accountability, clear project bottlenecks, and keep high-stakes deliverables moving.

• Communication:Exceptional written and verbal communication, with a talent for converting complex operational data into digestible business updates.

• Traveler Empathy:Passion for travel culture and a deep understanding of traveler pain points before, during, and after their booked experiences.

Preferred Qualifications

• Prior experience in travel, hospitality, or marketplace platforms (tours, attractions, activities).

• Experience deploying generative AI features or automated chat resolution systems in a fast-paced global consumer environment.

• Project management certification (e.g., CAPM, Scrum Master, or PMP coursework).

• Experience in a fast-paced tech, startup, or rapidly scaling corporate environment.

What We Offer 

• 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. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

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 [email protected].

If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!

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