Service Resolution Manager

Service Resolution Manager

Company: Tripadvisor
Location: Hybrid (London office - 1 day per week)

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, aiming 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.

About the Role

As a Service Resolution Manager, you will be instrumental in translating operational strategy into day-to-day execution across onshore and offshore teams to consistently deliver high-quality customer outcomes. This is a hands-on role requiring a blend of real-time performance management and long-term planning, utilizing data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with company goals.

You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.

Key Responsibilities

Operational Leadership and Strategy

• Support long-term operational planning and influence strategy to meet company goals.
• Translate strategy into clear execution plans and targets for onshore and offshore teams.
• Track performance against goals and adjust operational priorities to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting.

Day-to-Day Operations Management

• Manage service delivery in real time, monitoring service levels, backlogs, and productivity.
• Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance.
• Oversee operational systems, processes, and infrastructure, seeking opportunities for optimization.

Quality, Customer Outcomes, and Coaching

• Ensure a strong quality focus so customer interactions consistently meet or exceed expectations.
• Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate successes.
• Partner with Training and Quality to embed best practices and address service gaps.

Compliance, Safety, and Governance

• Enforce relevant regulatory, safety, and internal policy standards across all operational sites.
• Ensure teams understand and adhere to compliance requirements and escalation procedures.
• Support change control processes, assessing operational impact and ensuring smooth implementation.

Stakeholder and Vendor Management

• Communicate daily and proactively with internal stakeholders and external partners to maintain alignment.
• Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners.
• Build and maintain strong professional relationships with cross-functional teams.

People Leadership and Team Development

• Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities.
• Foster a culture of accountability, ownership, and continuous improvement.
• Support succession planning by identifying and developing talent.

Data, Reporting, and Continuous Improvement

• Use operational data and reporting to review performance and identify improvement opportunities.
• Prepare and present performance insights and business cases to support change initiatives.
• Synthesize employee and customer feedback to refine operational processes.

Workforce Planning and Performance

• Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps.
• Mitigate scheduling and staffing risks that may impact service delivery.
• Align resourcing decisions with forecasted demand and operational priorities.

Minimum Qualifications & Experience

• 5+ years of experience in operations management within a contact centre, customer support, or similar service environment.
• Proven People Manager with 5+ years of experience, managing both regional and global teams.
• UK Based, working Hybrid.
• Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets.
• Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases.
• Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions.
• Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment.
• Strong people management experience, including coaching, performance management, and team development.

Skills You Should Bring

• Customer-focused: Committed to delivering excellent customer experiences.
• Operationally strong: Deep understanding of contact centre or service operations.
• Data-driven: Comfortable interpreting performance metrics and using insights to drive decisions.
• Strong communicator: Clear and timely communication with teams and stakeholders.
• People leader: Experienced in coaching, developing, and motivating teams.
• Change oriented: Proactive about new ideas and effective at leading teams through change.

What We Offer

• Competitive compensation packages, including base salary and annual bonuses.
• “Work your way” flexibility with a remote-friendly approach and the option to join on-site.
• Flexible schedule and ingrained work-life balance.
• Donation matching for qualifying charitable donations.
• Tuition assistance for qualified programs.
• Annual lifestyle benefit to spend on travel, wellness, or other personal needs.
• Travel perks and discounts.
• Employee assistance program.
• Comprehensive health benefits.
• Generous referral scheme.

Our Cultural Pillars:

• Traveler First: Creating value for our customers and partners.
• Execution is Our Edge: Acting fast, learning from failure, iterating, and improving.
• We Succeed Together: Collaborative, empathetic, and diverse teams working towards shared goals.

If you need reasonable accommodation during the application process, please reach out to AccessibleRecruiting@tripadvisor.com. For career questions, email recruitment@tripadvisor.com.

#LI-JP #LI-Hybrid