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Tripadvisor is seeking a Senior Partner Support Executive to serve as an expert escalation layer and operational innovator within the Customer Service Operations team. This hybrid role (1 day/week in London office) combines complex partner support, data analysis, and process optimization to drive efficiency across Tripadvisor's travel and experiences marketplace.
You will handle high-priority, complex escalations from front-line agents and account managers, taking end-to-end ownership of critical issues affecting key partners. Using data platforms like BigQuery and Looker, you'll analyze operational trends, quantify business impact (e.g., affected booking volume, partner reach), and help leadership prioritize technical and operational fixes.
Key responsibilities include: serving as senior escalation point for complex partner issues; leveraging data tools to measure real-world impact of bugs, outages, and process gaps; proactively identifying operational bottlenecks and presenting data-informed improvement proposals; identifying automation and AI opportunities to reduce friction; mentoring junior colleagues and acting as a subject matter expert; maintaining SLA targets and partner satisfaction metrics; and collaborating with cross-functional teams (Product, Account Management, CS Vendor Operations) on priority resolutions.
You'll work alongside onshore and offshore teams, maintaining flexibility to support ad-hoc initiatives and stretch projects. The role emphasizes a customer-first philosophy, operational efficiency, and the strategic use of automation, AI-assist, and human-assist to enhance partner experience while protecting Tripadvisor's reputation for trusted, exceptional service.
