Service Operations Compliance Lead I Viator

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s 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.

The Service Compliance Lead ensures that Service Operations delivered to our customers by our service associates adheres to our operating processes and procedures, in relation to refunds, promotion/coupons and gestures of goodwill. They are responsible for the overall spend ensuring we are always customer first in our approach, aligned with regional customer regulations.

Regular audit of our statement of work to ensure vendors deliver under our contractual obligations across our marketplace operations, for traveler, operator and partners. Identify opportunities to leverage AI technology and automate processes used within Contact Centers to adhere to operational and financial processes. Mitigate risk by conducting audits, mitigation planning, internal/external employee knowledge assessment, training and implementing security procedures.

Operating in our fast-moving, and highly competitive environment, we advocate for our customers in our behaviour and decision making. At Tripadvisor we are Traveler first in all our decision making.

Job Location: Hybrid

This role is a hybrid position that requires 3 days per week in our London Office.

Key Responsibilities:

Audit and Monitoring

Performing regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes.
Monitoring of AI and Human compliance in handling of refunds, promotions and Gesture of GoodWill processes.

Risk Mitigation

Investigate potential compliance breaches or complaints, report findings to CS Management
Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance
Identify Refund or Gesture of Goodwill process/policy adherence, to identify if Supplier or Vendor error
Collaborate with AI Service Lead to ensure AI tools adhere to refund/compensation service processes

Policy Knowledge

Maintain working knowledge of tours & activities industry specific regulations, including consumer refund and compensation regulations
Drafting, updating, and enforcing internal refund/compensation processes to comply Regional regulations

Stakeholder Management

Take the lead on collaborating with business partners
Build trusted relationships with internal business units and external vendors

Reporting

Maintain audit documentation on processes and prepare compliance reports for CS Management
Maintain weekly Gesture of Goodwill spend reporting
Maintain weekly Supplier & Vendor Clawback for process/policy breach

Financial Steward

Responsible for auditing Gesture of GoodWill spending
Responsible for ensuring clawback from Supplier or external vendor is accurately credited to CS-OPS P&L

AI Automation

Build investment strategy to enable AI automated tooling to elevate ability audit and monitor operations
Working with CS AI Lead ensure future voice/non-voice AI-Assist remains compliant to regional regulations

Minimum Qualifications & Experience:

Internal Auditor Certification/Certified Compliance Analyst
3+ years experience in Customer Operations, Service Excellence or CX Transformation
Experience working with Global Vendor BPO Operations in an audit or risk analyst role
Gen AI Governance experience
Close-Loop resolution for process mitigation
Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer

Skills you should bring to the role:

Traveler first: drive exceptional value and effortless resolution service-support (essential)
Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential)
Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required)
Data Driven: Strong ability to analyze data, identify trends, and resolve complex issues.

Industry: Experience in a similar role within the Travel Industry (Preferred)

What We Offer

Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
“Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
Donation matching. Give back? Give more! We match qualifying charitable donations annually.
Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
Travel perks. We believe that travel is employee development, so we provide discounts and more.
Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
Health benefits. We offer great coverage and competitive premiums.
Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

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.

Execution is our edge

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 else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.

We succeed together

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!

Service Operations Compliance Lead (Viator)