Service Resolution Manager

• Translate operational strategy into day-to-day execution across onshore and offshore teams, delivering high-quality customer outcomes and consistent service levels. • Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity across a global operation. • Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities. • Partner with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities and rapid issue resolution. • Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities.

• Have 5+ years of experience in operations management within a contact centre, customer support, or similar service environment. • Have 5+ years of proven people management experience, managing both regional and global teams. • Have a proven track record managing onshore and offshore/outsourced teams against SLAs and performance targets. • Have demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases. • Have experience working closely with Workforce Management, Training, Quality, and Vendor Management functions. • Have hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment. • Be UK-based and able to work in a hybrid pattern.

• Have experience managing contact centre operations at scale across multiple geographies. • Have familiarity with travel, marketplace, or platform-based customer service environments. • Have experience with workforce planning tools and contact centre technology platforms.

• Support long-term operational planning and translate strategy into clear execution plans for onshore and offshore teams. • Track performance against KPIs and adjust operational priorities to address challenges and emerging trends. • Identify operational risks, trends, and opportunities and implement corrective actions. • Ensure quality focus so customer interactions consistently meet or exceed expectations. • Enforce regulatory, safety, and internal policy standards across all operational sites. • Partner with Vendor Management on strategy execution and performance improvement for outsourced partners. • Collaborate with Workforce Management on schedule adherence, absenteeism trends, and staffing gaps. • Prepare and present performance insights and business cases to support change initiatives.

• Work in a hybrid pattern with only 1 day per week required in the London office. • Receive competitive compensation benchmarked against the latest industry data, including base salary and annual bonuses. • Access a flexible schedule with work-life balance ingrained in company culture by design. • Receive tuition assistance, a lifestyle benefit, travel perks, and donation matching. • Access an employee assistance programme and strong health benefits. • Receive a generous employee referral scheme.

The Tripadvisor Group connects people to experiences worth sharing, aiming to be the world's most trusted source for travel and experiences. With a portfolio of brands including Tripadvisor, Viator, and TheFork, the group leverages technology and rich content to connect a global audience with partners across travel, restaurants, and experiences. The Service Resolution team is responsible for delivering high-quality customer outcomes across onshore and offshore contact centre operations globally.