Service Resolution Manager
TripAdvisor
London, United Kingdom
Full-Time
Competitive
RemoteManager
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the worlds most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
Job Location: Hybrid
This role is a hybrid position that requires 1 day per week in our London office.
Who are we looking for?
As a Service Resolution Manager, you are accountable for translating operational strategy into day-to-day execution across onshore and offshore teams so that we consistently deliver high-quality outcomes for our customers. You are a hands-on operator who balances real-time performance management with longer-term planning, using data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the companys goals.
You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively.
Support long-term operational planning and help influence strategy to meet company goals.
Translate strategy into clear execution plans and targets for onshore and offshore teams.
Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis.
Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity.
Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance.
Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation.
Ensure a strong quality focus so customer interactions consistently meet or exceed expectations.
Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate gold star examples.
Partner with Training and Quality to embed best practices and address service gaps.
Enforce relevant regulatory, safety, and internal policy standards across all operational sites.
Ensure teams understand and adhere to compliance requirements and escalation procedures.
Support change control processes, assessing operational impact and ensuring smooth implementation.
Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) and external partners to maintain alignment.
Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners.
Build and maintain strong professional relationships with cross-functional teams, ensuring they understand and consider the operations strategy in their own plans.
Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities.
Foster a culture of accountability, ownership, and continuous improvement, leading by example.
Support succession planning by identifying and developing talent within the operations team.
Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities.
Prepare and present performance insights and business cases to support change initiatives and investments.
Collect and synthesise employee and customer feedback to refine operational processes and influence improvements in related functions (e.g., Training, Quality, Real Time, Scheduling).
Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps.
Take ownership of mitigating scheduling and staffing risks that may impact service delivery.
Align resourcing decisions with forecasted demand and operational priorities.
5+ years experience in operations management within a contact centre, customer support, or similar service environment.
Proven People-Manager with 5+ years experience, managing both regional and global teams
UK Based working Hybrid
Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets.
Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases.
Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions.
Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment.
Strong people management experience, including coaching, performance management, and team development.
Customer-focused: Committed to delivering excellent customer experiences through reliable, high-quality operations.
Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast-paced environment.
Data-driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change.
Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others.
People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth.
Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change.
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone elses problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
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