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Tripadvisor is seeking an experienced AI Project Manager to lead the design, deployment, and optimization of AI-powered projects within Customer Service Operations. This hybrid role (2 days/week in London office) sits at the intersection of technology and customer experience, driving measurable value for travelers across the global experiences catalog.
You will work closely with the AI Automation Lead and cross-functional teams spanning R&D, Technology, Service Operations, Data, and Supply to deliver AI implementation projects on time and on budget.
Key responsibilities include:
**AI Strategy & Project Delivery**: Lead end-to-end delivery of AI and automation projects from discovery through deployment. Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities. Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams. Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms.
**Operations & Performance**: Monitor AI system performance (chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement. Partner with Quality Assurance and workforce planning teams to assess AI impact on agent workload and skill requirements. Identify manual or repetitive processes suitable for intelligent automation. Ensure AI tools comply with data protection regulations (UK GDPR) and internal governance frameworks.
**Stakeholder Engagement & Change Management**: Act as primary point of contact between customer service leadership and AI/tech delivery functions. Lead change management and communication efforts to ensure frontline agents understand and effectively use AI tools. Facilitate workshops, training sessions, and feedback loops. Present project updates and business cases to senior leadership.
**Governance & Ethics**: Champion responsible AI practices, ensuring fairness, transparency, and customer trust. Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways. Work with Legal, Compliance, and Data teams on impact assessments and regulatory compliance.
Required: 3+ years project management experience in customer service, contact centre, or CX environments. Demonstrated experience delivering AI, automation, or digital transformation projects (conversational AI, RPA, NLP, knowledge management). Strong understanding of contact centre metrics, workflows, and team structures. Excellent stakeholder management and ability to translate technical concepts for non-technical audiences. Proficiency with Agile, Scrum, Waterfall, or hybrid methodologies. Analytical mindset with data-driven decision-making experience. Familiarity with data privacy regulations.
