CS Transformation & Automation Lead

Tripadvisor

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. 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iBanFirst

WHO ARE WE? iBanFirst is a fast-growing European fintech that is revolutionizing international payments for SMEs. Founded in 2016, our platform empowers Small & Medium Multinationals (SMMs) to regain control over their payment operations: currency conversion (FX), international transactions, and foreign exchange risk management across 140 countries — quickly, transparently, and securely. We make life easier for SMEs through an advanced technology platform (automation, APIs, AI…) combined with dedicated expertise, offering the best of both worlds: the agility of a SaaS solution and the reliability of a trusted partner. By simplifying complexity, iBanFirst helps thousands of bold companies seize global business opportunities with peace of mind — delivering simplicity, transparency, and security. KEY FIGURES * 350+ employees across 14 offices in 11 European countries * 30+ nationalities represented, average age: 32 * 10,000 corporate clients trust us * €80M in revenue in 2025, with a target of around €100M in 2026 * Profitable for nearly two years * Ranked for 7 consecutive years in the Financial Times FT1000, among the fastest-growing European companies * An NPS of 87.5 — an exceptional score in our industry that reflects enthusiastic client feedback on the simplicity, speed, and quality of our service A STRONG CULTURE BUILT AROUND 4 CORE VALUES * Team First: The complexity of our industry demands collective intelligence. We prioritize cooperation, transparency, and knowledge sharing. Success is a team effort, and decisions are made together. * Tenacity: We're transforming a challenging and highly regulated market. It requires endurance, fast learning, and resilience — qualities rooted in our entrepreneurial DNA. * Transformation: Innovation is not a buzzword; it's a necessity in a constantly shifting and strategic sector. We innovate with intent: every technical, product, or organizational improvement is designed for real impact. * Trust: Trust is the foundation of everything we build — with our clients and, above all, internally. It's driven by ownership, autonomy, and a shared commitment to transparency, rigor, and reliability. WHY JOIN US? * We operate at the heart of a strategic and fast-evolving sector: international payments for SMEs — a complex, high-potential market. * We're driven by a meaningful mission: helping bold "Small & Medium Multinationals" succeed globally. * Our platform integrates cutting-edge technologies (AI, automation…), making it an ideal playground to test, learn, and innovate continuously. * You'll join an agile environment where your expertise has tangible impact, working alongside talent from top financial institutions. * iBanFirst is profitable and backed by long-term investors: Xavier Niel and Bpifrance, historical shareholders, and Marlin Equity Partners, who joined in 2021 to support our international ambitions. Joining iBanFirst means joining a profitable, international, fast-growing company at a pivotal moment — where commercial transformation and data-driven decision-making are at the heart of our next phase of growth.   RECRUITMENT CONTEXT We are investing in building and strengthening our Revenue Operations function as iBanFirst enters a key phase of commercial transformation. With a new CRO on board and our commercial teams evolving across Europe, we are creating the conditions for a high-impact RevOps function that sits at the very centre of the business — a true intelligence hub for performance. This is a moment of real opportunity: the Rev Ops team will have direct visibility with the CEO and executive leadership, and will play a central role in shaping how iBanFirst grows across markets.   MANAGER & TEAM You will report to Anne-Sophie Pradier, VP Revenue Operations & Partnerships. You will work hand-in-hand with Anne-Sophie and in close collaboration with Alexandre Schont (Chief Revenue Officer), Anne-Sophie's N+1, who will be a key partner for strategic discussions on commercial performance. Your work will feed directly into decisions at CRO and executive level. The Revenue Operations team is structured around two complementary pillars: * Revenue Operations — strategic analytics, KPI definition, funnel intelligence, business partnering with the CRO * Sales Operations — execution-focused, working closely with country managers and commercial teams on process, CRM, and productivity You will be the RevOps Lead — working at the intersection of data, strategy, and commercial execution, with high visibility across the organisation.   WHAT WILL YOU DO? With a cross-functional view of the full customer lifecycle — acquisition, closing, retention — you will be a key driver of alignment between our Sales, Marketing, and Customer Success teams across multiple markets. You are equal parts data cruncher and strategic partner: as comfortable diving into the numbers as you are presenting insights to leadership. KEY RESPONSIBILITIES: Business Performance Analysis & Insights: * Build and own a unified view of the revenue funnel, from lead generation to client upsell * Track and analyse key revenue metrics: ARR, NRR, churn, LTV, conversion rates by stage and market * Define and align company-wide KPIs in close collaboration with Anne-Sophie and the CRO — ensuring the whole organisation speaks the same language on performance * Deliver actionable insights to support go-to-market decisions and executive reviews Sales, Marketing & CS Alignment: * Identify and resolve friction points across teams to streamline the customer journey * Define and maintain shared definitions, metrics, and processes across functions * Lead cross-functional projects to improve the end-to-end customer lifecycle Tech Stack & CRM: * Oversee the integration and consistency of the GTM tech stack (CRM, marketing automation, CS tools, revenue intelligence platforms) * Ensure data quality and integrity across the full funnel Forecasting & Strategic Planning: * Contribute to revenue forecasting and commercial planning exercises * Model growth scenarios and market prioritisation frameworks AI & Efficiency: * Drive AI adoption initiatives within the commercial teams — identifying concrete use cases to increase team efficiency and impact   ROLE OBJECTIVES First 3 months: * Get fully up to speed with iBanFirst's commercial model, data infrastructure, and existing reporting * Build strong working relationships with Anne-Sophie, Alexandre Schont, and key business stakeholders across Sales, Marketing, and Customer Success * Develop a clear view of the current state of KPI definition and funnel tracking First 6 months: * Define and align the company's core revenue KPIs — the top priority for this role * Deliver a reliable, decision-grade view of the revenue funnel across markets * Establish a regular cadence of insights and business reviews with senior leadership First 12 months: * Be recognised as the intelligence hub of the commercial organisation — the team people come to for answers on business performance * Have a measurable impact on the quality of go-to-market decisions * Contribute to at least one strategic initiative (AI, commercial transformation, or planning)   WHAT DO YOU BRING? Experience: * 5–7 years of experience in Revenue Operations, Sales Operations, Business Operations, or a business analyst role in a B2B environment * Proven track record of turning complex data into clear, actionable insights that drive commercial decisions * Experience working cross-functionally with Sales, Marketing, and/or Customer Success teams Must-have skills: * Strong analytical mindset — you are a data cruncher at heart; you live in the numbers and know how to make them tell a story * BI tools proficiency — hands-on experience with Power BI, Metabase, Tableau, or equivalent; Excel/Google Sheets at an advanced level * Entrepreneurial spirit — you don't wait to be told; you identify opportunities, take initiative, and are energised by having real impact in a fast-moving environment * Cross-functional collaboration — you build trust across teams, communicate clearly with both technical and non-technical stakeholders, and know how to align diverse teams around shared goals * Salesforce or equivalent CRM — comfortable working with CRM data; Salesforce experience is a strong plus * Fluent in both French and English  Nice to have: * Experience in fintech, payments, or B2B SaaS — especially familiarity with SaaS metrics (ARR, NRR, LTV, CAC…) * Previous exposure to revenue forecasting or commercial planning * Experience with AI tools in a commercial or operational context   WHAT DO WE OFFER? * Permanent contract (CDI) * Location: Paris (Porte Maillot) * Hybrid work policy: Office-first culture — approximately 1 day/week remote. Travel to European offices ~2 times per quarter. WHY THIS IS A GREAT OPPORTUNITY: * High visibility from day one — direct exposure to the CEO, CRO, and executive leadership team; your work shapes decisions at the top * A pivotal moment — iBanFirst is transforming its commercial organisation; you will be a key architect of that transformation * Real strategic impact — this is not a support role; it's a central, decision-driving function that the business relies on * Entrepreneurial environment — flat hierarchy, fast decisions, and the space to build and own your scope * AI at the forefront — you'll be part of initiatives to bring AI into the commercial teams, in a company that takes technology seriously BENEFITS: * Swile meal card * AXA health insurance * 50% commuter benefit reimbursement * RTT (extra paid days off) * Gymlib subscription * Paid parental leave * Company-wide events, team offsites, and social activities   RECRUITMENT PROCESS 1. Screening call with Malorie Petitjean (Talent Acquisition Specialist) — 30 minutes – remote (Teams) — Purpose: General fit, motivation, salary expectations, availability 2. Interview with Anne-Sophie Pradier (VP Revenue Operations & Partnerships) — 30 minutes – remote (Teams) — Purpose: Role fit, analytical mindset, strategic vision, team fit 3. Case study with Anne-Sophie Pradier — 45 minutes – remote or in-person — Purpose: Practical assessment of analytical thinking, data approach, and RevOps problem-solving 4. Final round with Alexandre Schont (Chief Revenue Officer) — remote or in-person — Purpose: Leadership validation, strategic alignment, long-term potential         ____________________________ #LI-MP1 #LI-onsite / #LI-hybrid / #LI-remote

Hypatos

DEINE AUFGABEN Your Mission  Own the solution discovery → value engineering → technical win cycle for enterprise prospects and strategic partners (Big 4 & GSIs). You’ll combine hands‑on product knowledge, process‑automation pedigree, and board‑level storytelling to make Hypatos the obvious choice. Core Responsibilities 1. Discovery & Value Engineering - Lead deep‑dive workshops with CFO, GBS, and IT stakeholders to map current pain points and quantify value (cycle time, compliance, headcount, cost‑per‑invoice, etc.). - Build ROI models, business cases, and executive briefs that underpin 6‑ to 7‑figure deals. 2. Solution Design & Demos - Translate requirements into AI Agent architectures, data flows, and integration maps (SAP, Oracle, Coupa, OpenText, etc.) - Deliver tailored product demos and PoCs—hands‑on configuration / prompt chains—to prove 90 %+ touchless automation targets. 3. RFP & Technical Validation - Own all functional/technical responses, security questionnaires, and architecture diagrams. - Coordinate with Product, SecOps, and Data Science to remove blockers fast. 4. Partner Enablement - Act as solution lead on joint pursuits with implementation and other partners. - Train partners on best‑practice functional and technical implementation patterns. 5. Thought Leadership' - Present at webinars, industry panels, and partner events on AI Agents, IDP, and back‑office transformation. - Feed market insights back into product, influencing roadmap and packaged use‑cases. 6. Prospect/project mgmt. - End-to-end ownership of the pre-sales cycle (discovery → value engineering → demo/PoC → technical validation → handoff). - Drive cross-functional alignment across Sales, Product, PS/CS, Security, and Data teams — ensuring a unified pursuit plan, clear roles/handoffs, and one shared source of truth throughout the evaluation.   DEIN PROFIL Must‑Have Qualifications * Domain Mastery (Mandatory) 5 + yrs designing or implementing solutions in finance automation, shared‑services, intelligent document processing, or P2P/O2C platforms. You know AP touchless rates, tax rules, and workflow nuances cold. * Pre‑Sales Excellence Proven closer in enterprise SaaS: you’ve run discovery, built ROI decks, nailed PoCs, and de‑risked tech evaluations. * Technical Depth Comfortable with APIs, JSON, SQL basics, and cloud/SaaS security—enough to whiteboard architectures and manage PoCs. * AI‑First Mindset Hands‑on with LLMs, prompt engineering, or at least clear ideas on how AI Agents reshape document processing processes.. * Storytelling & Exec Presence You command a room—whether a finance VP, CIO, or Big 4 steering committee. * Languages Fluent English. Additional German, Spanish, or Portuguese is a plus. Nice‑to‑Haves * Experience with SAP S/4HANA, Oracle Fusion, or Coupa CSP integrations. * Background in management consulting or Big 4 advisory. * Published thought leadership (blogs, webinars, conference talks) on automation/AI. Why Hypatos * Category Leader – Shape the future of Agentic AI with Fortune 500 clients. * Strategic Exposure – Work shoulder‑to‑shoulder with Big 4 partners and C‑suite buyers. * Autonomy & Growth – Own deals end‑to‑end in a high‑impact, low‑bureaucracy culture. * Competitive Package – Top‑quartile salary, uncapped variable comp, and equity upside. * AI‑Native Tooling – Every pre‑sales cycle augmented by internal AI agents and automation accelerators. * Global Team – Remote flexibility, quarterly off‑sites, and a personal development budget. UNSER VERSPRECHEN Our Promise * We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business * Beyond a top market compensation, you will enjoy a unlimited vacation days, professional development activities, meal allowance, sporting activities and free beers as well as a hybrid working mode * We're building a positive organizational culture where personal and professional growth are just as important as business growth * We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong