Vice President of Customer Operations (Viator) - #137865

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

We’re looking to bring on a highly collaborative and forward-thinking VP of Customer Operations. This isn’t a call center management role – we’re looking for someone who, yes, can run a complex, multi-lingual customer service operation at scale – but who’s thinking ahead, planning for three, five, and ten years down the road, and will play a critical role in delivering a 10/10 experience to every customer, every time. They’ll be central to driving our ongoing success (we last year sold $4B in experiences, took in nearly $800M in revenue, and grew at 49% YOY),

In This Role, You’ll Lead

• People. Provide leadership and direction to our customer service team, including in-house and outsourced operations, keeping this very large organization engaged, ambitious, and on-strategy. You’ll partner closely with your executive-level peers, ensuring customer feedback is a part of every decision we make.
• Strategy and operations. Lead and scale our current customer operations, exceeding the expectations of our millions of travelers. You’ll ensure this function is prepared for years of growth to come.
• Transformation and technology. Advance our AI and automation capabilities to ensure we’re industry-leading in our approach to customer support, ticket-routing, chatbots, and self-service platforms. You’ll gain the buy-in of your team, your peers, and our customers to build an AI- and analytics-led approach that delivers personalized, high-quality customer service, while reducing CS demand overall. You’ll also oversee the integration of omnichannel customer support tools (chatbots, self-service portals, CRM systems) to ensure seamless customer experiences across all platforms.
• Business process outsourcing (BPO) Management. Oversee call centre operations, ensuring SLAs are met and high levels of customer satisfaction. This will include the selection and management of partners, and the implementation/management of workforce management tools to optimize staffing, speed response times, and manage peak volumes in our very seasonal business effectively.
• Financial and operational performance. You’ll manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality. You’ll monitor and report on key operational metrics (e.g., customer satisfaction, average handle time, resolution rates) to ensure continuous improvement and alignment with company goals. Additionally, you’ll ensure compliance with regulatory requirements and industry best practices across all customer operations.
  
  

In short, this role will oversee, optimize and transform our existing customer service operations. During a moment of tremendous change and technological opportunity for the customer service industry, you and your talented team will build Viator into a disruptor.

To Succeed, You’ll Need

• 15+ years of leadership experience in customer operations across both B2C and B2B, with a focus on multi-lingual call centers, customer support, and outsourcing management; content moderation a plus
• 3+ years as a member of executive leadership team
• Proven track record of managing large-scale (1000+ agents) customer service operations in an e-commerce or marketplace tech company
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery.
• Strong experience with outsourcing, including vendor selection, contract negotiation, and performance management.
• Exceptional leadership, communication skills, and executive presence with the ability to influence and collaborate across levels and functions.
• Strong financial acumen, with experience managing budgets and optimizing operational costs.
• Expertise in workforce management, capacity planning, and performance analytics.
• Familiarity with customer service technologies, including CRM systems, AI, and automation tools.
• Data-driven with a strong focus on metrics and continuous improvement.
• Track record of partnership across executive team to drive customer-impacting opportunities, especially Product Management & Marketing
• Willingness to regularly travel internationally to meet with teams and visit vendors.
  
  

This role has the option for hybrid work from one of our European offices (Oxford, London, or Lisbon). The Viator leadership team is distributed across Europe and US, and your direct team also spans across the US and UK. You will also work closely with outsourcing partners in Europe, Africa, and Asia.

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonus.
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• 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.
  
  

Our Values

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.
  
  

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 [email protected].

If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!

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