Vice President of Customer Operations

Summary

Join Viator, a Tripadvisor company, as the Vice President of Customer Operations and lead the strategic direction of our high-volume, seasonal customer service operations. You will oversee all aspects of customer service, from in-house call centers to outsourced partnerships, implementing cutting-edge technologies to enhance efficiency and customer satisfaction. This executive-level role requires extensive experience in large-scale customer service management, leveraging AI for automation and optimization. You will drive operational excellence, manage budgets, and collaborate with cross-functional teams to improve the customer journey. The ideal candidate possesses strong leadership, strategic vision, and a data-driven approach. This role contributes to Viator's long-term strategy and supports other Tripadvisor brands.

Requirements

• 15+ years of leadership experience in customer operations, with a focus on call centers, customer support, and outsourcing management
• Proven track record of managing large-scale customer service operations in an e-commerce or fast-paced environment
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery

Responsibilities

• Develop and execute the overall customer operations strategy to enhance the customer experience and drive operational efficiency across all channels (phone, chat, email, self-service)
• Provide leadership and direction to the customer service teams, including in-house and outsourced operations, ensuring alignment with the company’s business goals
• Establish and maintain scalable customer operations processes, ensuring high-quality service delivery as the business grows
• Oversee all call center operations (both in-house and outsourced), ensuring high levels of customer satisfaction, service level agreements (SLAs), and operational KPIs are met
• Lead the selection, negotiation, and management of outsourcing partners, ensuring they deliver according to contractual obligations and performance standards
• Implement workforce management tools and practices to optimize staffing, improve response times, and handle peak volumes effectively
• Champion a customer-centric culture across the organization, driving initiatives to improve the end-to-end customer journey
• Identify and implement best practices, processes, policies, and technologies to improve first-contact resolution, reduce customer effort, and enhance overall service levels
• Drive continuous improvement through data analysis, feedback loops, and performance reviews, ensuring issues are addressed promptly and opportunities for improvement are captured
• Leverage AI and automation technologies to streamline and enhance business processes, including customer support, ticket routing, chatbots, and self-service platforms, improving both operational efficiency and customer satisfaction
• Partner with R&D teams to introduce advanced technologies, including AI-driven tools and analytics, to optimize customer service and personalization efforts
• Oversee the integration of omni channel customer support tools (chatbots, self-service portals, CRM systems) to ensure seamless customer experiences across all platforms
• Manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality
• 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
• Ensure compliance with regulatory requirements and industry best practices across all customer operations
• Work closely with other departments, including marketing, product, logistics, and IT, to ensure customer feedback is integrated into product development, marketing campaigns, and service improvements
• Serve as a key member of the executive leadership team, contributing to overall business strategy and decision-making