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Tripadvisor Experiences (Viator Supply & Bókun) is seeking a Director, Service Delivery & Excellence, B2B to lead the end-to-end B2B support organization. You will report to the Chief Commercial Officer, Experiences, and manage 6 direct reports (4 solid line, 2 matrixed) overseeing global manager-of-managers operations leading onshore teams and offshore business process outsourcing (BPO) partners (~100+ FTE across North Africa and Asia).
In this role, you will modernize support operations by combining front-line service delivery and service excellence into a single mandate. You will leverage AI and automation to reduce cost-to-serve while elevating quality, first-contact resolution, and supplier satisfaction across the complete partner lifecycle.
Key responsibilities include:
- Develop and execute B2B support organization strategy aligned with company strategy and OKRs
- Own end-to-end operational delivery across Viator Supply (onboarding, product creation/setup, compliance, verification, ongoing support) and Bókun (sign-up support, early customer success, SaaS technical support)
- Lead BPO commercial relationships across partner sites in North Africa and Asia, managing RFPs, contract negotiations, statements of work, workforce capacity planning, and vendor performance management
- Identify, design, and deploy AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations
- Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit supplier quality metrics to protect platform integrity
- Apply continuous improvement frameworks (Lean Six Sigma) to eliminate friction and own the support technology stack with Salesforce at the core
- Manage operational headcount, vendor spend, and tooling budgets; expand proactive quality initiatives and revenue-generating support activities (supplier upsells and SaaS tier upgrades)
- Collaborate effectively with Supply/Bókun organizations and cross-functional stakeholders
The role is hybrid based in Oxford, UK, with approximately 30% international travel for quarterly BPO site visits, offsites, and conferences.
REQUIREMENTS:
- 8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers
- Proven success leading multi-site operations (100+ FTE) with hands-on BPO vendor management (RFPs, contract negotiations, QA, and governance)
- Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact
- Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems
- Experience operating in regulated environments with compliance/vetting frameworks; expertise in workforce forecasting and capacity planning across hybrid teams
- Full operational budget ownership (staffing, vendor spend, tooling); willingness to travel internationally approximately 30% of the time
- Preferred: Travel, hospitality, or SaaS/marketplace industry experience; COPC certification; Lean Six Sigma Green/Black Belt
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work
- Proven ability to operate effectively with a global-first mindset
