Service Resolution Manager

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

Additional Information

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. 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 company's 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.

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