Vice President of Customer Operations

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

We’re looking to bring on a highly collaborative and forward-thinking VP of Customer Operations.  This isn’t a call center management role – we’re looking for someone who, yes, can run a complex, multi-lingual customer service operation at scale – but who’s thinking ahead, planning for three, five, and ten years down the road, and will play a critical role in delivering a 10/10 experience to every customer, every time. They’ll be central to driving our ongoing success (we last year sold $4B in experiences, took in nearly $800M in revenue, and grew at 49% YOY),

In this role, you’ll lead:

• People. Provide leadership and direction to our customer service team, including in-house and outsourced operations, keeping this very large organization engaged, ambitious, and on-strategy. You’ll partner closely with your executive-level peers, ensuring customer feedback is a part of every decision we make. 
• Strategy and operations. Lead and scale our current customer operations, exceeding the expectations of our millions of travelers.  You’ll ensure this function is prepared for years of growth to come.
• Transformation and technology. Advance our AI and automation capabilities to ensure we’re industry-leading in our approach to customer support, ticket-routing, chatbots, and self-service platforms. You’ll gain the buy-in of your team, your peers, and our customers to build an AI- and analytics-led approach that delivers personalized, high-quality customer service, while reducing CS demand overall. You’ll also oversee the integration of omnichannel customer support tools (chatbots, self-service portals, CRM systems) to ensure seamless customer experiences across all platforms.
• Business process outsourcing (BPO) Management. Oversee call centre operations, ensuring SLAs are met and high levels of customer satisfaction.  This will include the selection and management of partners, and the implementation/management of workforce management tools to optimize staffing, speed response times, and manage peak volumes in our very seasonal business effectively. 
• Financial and operational performance.  You’ll manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality. You’ll monitor and report on key operational metrics (e.g., customer satisfaction, average handle time, resolution rates) to ensure continuous improvement and alignment with company goals. Additionally, you’ll ensure compliance with regulatory requirements and industry best practices across all customer operations.

In short, this role will oversee, optimize and transform our existing customer service operations.  During a moment of tremendous change and technological opportunity for the customer service industry, you and your talented team will build Viator into a disruptor.  

To succeed, you’ll need:

• 15+ years of leadership experience in customer operations across both B2C and B2B, with a focus on multi-lingual call centers, customer support, and outsourcing management; content moderation a plus
• 3+ years as a member of executive leadership team
• Proven track record of managing large-scale (1000+ agents) customer service operations in an e-commerce or marketplace tech company
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery.
• Strong experience with outsourcing, including vendor selection, contract negotiation, and performance management.
• Exceptional leadership, communication skills, and executive presence with the ability to influence and collaborate across levels and functions.
• Strong financial acumen, with experience managing budgets and optimizing operational costs.
• Expertise in workforce management, capacity planning, and performance analytics.
• Familiarity with customer service technologies, including CRM systems, AI, and automation tools.
• Data-driven with a strong focus on metrics and continuous improvement.
• Track record of partnership across executive team to drive customer-impacting opportunities, especially Product Management & Marketing
• Willingness to regularly travel internationally to meet with teams and visit vendors.

This role has the option to work from one of our European offices (Oxford, London, or Lisbon) or to be fully-remote with regular travel to visit your team and partners. The Viator leadership team is distributed across Europe and US, and your direct team also spans across the US and UK. You will also work closely with outsourcing partners in Europe, Africa, and Asia.

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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