Service Operations Compliance Lead (Viator)

• Ensure Service Operations delivered by internal teams and external BPO vendors adhere to Viator's operating processes and procedures across refunds, promotions, coupons, and gestures of goodwill. • Perform regular audits of BPO and internal resolution processes, monitoring AI and human compliance and identifying process gaps, risks, and corrective actions. • Act as financial steward for Gesture of Goodwill spending, maintaining weekly reporting and ensuring accurate clawback from suppliers and external vendors against the CS-OPS P&L. • Build an investment strategy to enable AI-automated tooling to elevate audit and monitoring capabilities, working with the CS AI Lead to ensure future AI tools remain compliant with regional regulations. • Work hybrid from the London office three days per week.

• Hold an Internal Auditor Certification or Certified Compliance Analyst qualification. • Bring 3+ years of experience in Customer Operations, Service Excellence, or CX Transformation. • Bring experience working with global vendor BPO operations in an audit or risk analyst capacity. • Bring Gen AI Governance experience. • Bring strong data analysis skills with the ability to identify trends, resolve complex issues, and articulate findings to C-level leadership.

• Bring experience in a similar compliance or audit role within the travel industry. • Bring familiarity with tours and activities industry-specific consumer refund and compensation regulations. • Bring experience with close-loop resolution frameworks for process mitigation.

• Perform regular audits of external BPO and internal Resolution and Experience Recovery processes, monitoring compliance in the handling of refunds, promotions, and gestures of goodwill. • Investigate potential compliance breaches or complaints, report findings to CS Management, and implement corrective actions. • Draft, update, and enforce internal refund and compensation processes to comply with regional regulations, maintaining working knowledge of relevant consumer regulations. • Maintain audit documentation, weekly Gesture of Goodwill spend reporting, and weekly supplier and vendor clawback tracking. • Collaborate with the CS AI Lead to ensure AI tools and future voice and non-voice AI-Assist remain compliant with regional regulations.

• Receive a competitive compensation package including base salary and annual bonus, routinely benchmarked against industry data. • Work flexibly with three days in the London office and remote days as needed. • Access an annual lifestyle benefit to spend on travel, wellness, or whatever suits you, plus travel discounts and perks. • Receive tuition assistance for qualified programmes and donation matching for charitable giving. • Access health benefits, an employee assistance programme, and a generous employee referral scheme.

Tripadvisor Group connects people to experiences worth sharing and aims to be the world's most trusted source for travel and experiences. Viator, a Tripadvisor company, is the leading marketplace for travel experiences with 300,000+ experiences available worldwide, from cultural tours to extreme adventures.