Service Resolution Manager

About Tripadvisor

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.

Key Responsibilities

Operational leadership and strategy

• 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.

Day-to-day operations management

• 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.

Quality customer outcomes and coaching

• 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.

Compliance safety and governance

• 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.

Stakeholder and vendor management

• 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.

People leadership and team development

• 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.

Data reporting and continuous improvement

• 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).

Workforce planning and performance

• 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.

Minimum Qualifications & Experience:

• 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.

Skills you should bring to the role

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.

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 youd 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. Were here for you with resources and programs to help you through lifes 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 elses 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

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

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