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Tripadvisor is seeking a Performance Lead – Booking Assistance to drive conversion performance and enhance customer experience across global outsourced operations. This hybrid role (1-2 days per week in London office) bridges strategy and frontline execution to foster operational excellence across the BPO partner network.
You will combine strong leadership with commercial acumen to establish robust governance, develop agent capabilities, and align vendor partners with growth and satisfaction goals. As a data-driven problem solver, you will turn operational analytics into actionable insights and product improvements.
Key responsibilities include:
- Rigorously tracking and analyzing funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels
- Partnering with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities
- Conducting deep-dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution
- Translating frontline customer insights into concrete improvement initiatives, collaborating cross-functionally with Product and Supply teams to eliminate journey friction
- Co-designing and implementing next-generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities
- Designing, launching, and evaluating pilot projects and A/B tests to validate conversion enhancements and scale high-impact strategies across networks
- Synthesizing complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders
- Championing resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals
You will work across Service Excellence, Product, Tech, and Data teams to reduce booking friction, shape AI roadmaps, and lead experiments. Your ability to influence stakeholders and champion customer-first innovation will directly boost conversions and improve the booking journey.
REQUIREMENTS:
- 5+ years proven track record driving operational execution, sales/conversion growth, or performance management in customer-centric environments
- Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience
- Demonstrated expertise in managing outsourced BPO operations, holding vendors accountable, and driving continuous capability improvements
- Expert command of conversion funnel metrics, operational SLAs, and customer behavior modeling
- Strong analytical capability to perform root-cause analysis and translate raw operational data into actionable strategic programs
- Proven ability to lead cross-functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority
- Uncompromising customer-first mindset balanced with sharp commercial awareness
- Commercial mindset with strong understanding of conversion and ability to connect operational performance with booking outcomes
- Data-driven capability to use data to generate insights, identify root causes, and prioritize opportunities
- Vendor leadership ability to influence BPO leadership, challenge performance, and drive accountability
- Strategic thinking to look beyond agent performance and identify wider customer journey, product, and process opportunities
- Strong test-and-learn/A-B testing mindset with ability to measure impact
- Understanding of how AI, automation, and Agent Assist can improve customer journeys and frontline performance
- Preferred: Experience within Travel, e-commerce, or marketplace environments
