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Tripadvisor is seeking a Project Operations Coordinator to drive operational momentum within its Travel Experiences division. This hybrid role (2–3 days per week in the London office) sits at the intersection of customer experience, AI automation, and project delivery.
You will own operational reporting for leadership, translating traveler sentiment, support analytics, and AI bot performance into executive-ready updates. You'll oversee AI-driven support implementations—including automated traveler triage, AI copilot tools for support agents, and self-service knowledge bases for tours, attractions, and activities. Your core responsibility is tracking project timelines across Support, Engineering, Product, and Supply teams to ensure traveler-facing initiatives launch on schedule.
Key focus areas include optimizing the traveler journey by identifying operational friction in support ticketing and leveraging AI automation to decrease response times for urgent, in-destination inquiries. You'll also ensure cross-functional alignment, training front-line support teams on new AI processes and maintaining clear standard operating procedures.
Required qualifications: 2–4 years in customer operations, CX project management, or travel tech operations. Hands-on experience with modern AI-driven customer service platforms (Zendesk AI, Intercom, Salesforce) and workflow automations. Proven ability to drive cross-functional accountability, clear project bottlenecks, and keep high-stakes deliverables moving. Exceptional written and verbal communication skills, with talent for converting complex operational data into digestible business updates. Passion for travel culture and deep understanding of traveler pain points.
Preferred: prior experience in travel, hospitality, or marketplace platforms; experience deploying generative AI features or automated chat resolution systems; project management certification (CAPM, Scrum Master, PMP); experience in fast-paced tech or rapidly scaling environments.
