Director, Service Delivery & Excellence, B2B

<p><strong>About Tripadvisor&nbsp;</strong></p> <p>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.</p> <p><strong>What You’ll Do</strong></p> <p><strong>1. Position Summary</strong></p> <p>Our experience operators and suppliers are the product. Every traveler experience on Viator starts with an operator who is seamlessly onboarded, verified, and supported; every Bókun customer decides whether to stay in their first weeks on the platform, and requires ongoing technical support for success and retention.</p> <p>As <strong>Director, Service Delivery &amp; Excellence, B2B</strong>, you will lead the end-to-end B2B support organization across Viator Supply and Bókun. Combining Front-Line Service Delivery and Service Excellence into a single mandate, you will modernize support operations—leveraging AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.</p> <p><strong>2. Key Responsibilities</strong></p> <ul> <li> <p><strong>Strategy and Planning: </strong>Responsible for the development and execution of the B2B support organization in line with Company strategy and OKRs.</p> </li> <li> <p><strong>End-to-End B2B Support Operations:</strong> 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).</p> </li> <li> <p><strong>BPO Strategy &amp; Vendor Governance:</strong> 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 management.</p> </li> <li> <p><strong>AI &amp; Operational Transformation:</strong> Identify, design, and ship AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations to scale support efficiently.</p> </li> <li> <p><strong>Compliance, Verification &amp; Quality Control:</strong> Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit suppl