Service Resolution Manager

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. We have all the answers!

Opentable

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.  Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture. OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better. The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers! Please note we can only consider candidates who are able to speak and write in both German and English to a fluent / native level.  ---------------------------------------------------------------------------------------------------------------------------------- IN THIS ROLE, YOU WILL: Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?) * Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with) * Provide outstanding service * Know your limitations and when you should ask for assistance * Own the resolution to the problem; don’t leave the customer hanging * Accurately and efficiently log all contacts in our CRM (Salesforce) ---------------------------------------------------------------------------------------------------------------------------------- WORKING HOURS:  * Our UK Customer Support function operates from 07:00 - 20:00, 7 days a week, 365 days a year. * Our Customer Support Representatives work 5 days a week, working 8.5 hour shifts (including break time) - the earliest shift is 07:00 - 15:30 & the latest is 11:30 - 20:00.  * Once you join, you'd be assigned a set shift, so it's important to be fully flexible with the days & times you can work.  * The team work 3 days a week in the London office  (Tues, Weds & Thurs) * You'll be required to work public holidays & on weekends too (usually Saturday or Sunday) START DATE:  * The intended start date is Monday 17th August 2026, the following 5 weeks will be for training.  * Training is Monday - Friday, 09:00 - 18:00 in the London office. * Successful candidates must attend all days of training for the 5 weeks. ---------------------------------------------------------------------------------------------------------------------------------- PLEASE APPLY IF: * You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience) * You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there) * You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions * You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up * Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy * You enjoy the flexibility and challenges that come with a script free environment * You use your experience and personality to provide excellent service * You are not only receptive to feedback, but you actively seek it, and look for ways to implement it ---------------------------------------------------------------------------------------------------------------------------------- EXPERIENCE NEEDED: * Excellent communication skills, with a bias towards customer service * You have Strong communication skills: active listening, writing/typing, informal communications * Restaurant/ hospitality experience (or even just being a “foodie”) preferred * You have 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment * Have experience using current Microsoft Windows and Apple operating systems * You hold knowledge of iOS and Apple Hardware ---------------------------------------------------------------------------------------------------------------------------------- WHAT YOU’LL GET AT OPENTABLE We believe great work happens when people feel trusted, supported & excited about what they do — so we offer benefits designed to support your life, wellbeing & growth. 💷 ANNUAL SALARY * £30,000 per year 🌍 FLEXIBILITY THAT ACTUALLY FEELS FLEXIBLE * Work from (almost) anywhere for up to 20 days per year * Generous annual leave, plus your birthday off 🧠 SUPPORT FOR YOUR WELLBEING * Private health & dental insurance * Company-paid therapy through Spring Health * A Headspace subscription * An Employee Assistance Programme with 24/7 GP access, legal support & more * Income protection & life assurance * Discounted gym membership 🚀 INVESTMENT IN YOUR GROWTH * Development Dollars to support your learning * Leadership development opportunities * Access to thousands of on-demand courses & learning resources ✨ THE EXTRAS THAT MAKE A DIFFERENCE * Paid volunteer days * Paid parental leave * Competitive pension contributions * Bike2Work & season ticket loan schemes * Travel discounts * Employee Resource Groups & inclusive communities * Regular socials, Thursday happy hours & free office lunches twice a week Work Environment & Flexibility At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations. ---------------------------------------------------------------------------------------------------------------------------------- Inclusion We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations. #LI-FF1

Opentable

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.  Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture. OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better. The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers! Please note we can only consider candidates who are able to speak and write in both German and English to a fluent / native level.  ---------------------------------------------------------------------------------------------------------------------------------- IN THIS ROLE, YOU WILL: Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?) * Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with) * Provide outstanding service * Know your limitations and when you should ask for assistance * Own the resolution to the problem; don’t leave the customer hanging * Accurately and efficiently log all contacts in our CRM (Salesforce) ---------------------------------------------------------------------------------------------------------------------------------- WORKING HOURS:  * Our UK Customer Support function operates from 07:00 - 20:00, 7 days a week, 365 days a year. * Our Customer Support Representatives work 5 days a week, working 8.5 hour shifts (including break time) - the earliest shift is 07:00 - 15:30 & the latest is 11:30 - 20:00.  * Once you join, you'd be assigned a set shift, so it's important to be fully flexible with the days & times you can work.  * The team work 3 days a week in the London office  (Tues, Weds & Thurs) * You'll be required to work public holidays & on weekends too (usually Saturday or Sunday) START DATE:  * The intended start date is Monday 17th August 2026, the following 5 weeks will be for training.  * Training is Monday - Friday, 09:00 - 18:00 in the London office. * Successful candidates must attend all days of training for the 5 weeks. ---------------------------------------------------------------------------------------------------------------------------------- PLEASE APPLY IF: * You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience) * You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there) * You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions * You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up * Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy * You enjoy the flexibility and challenges that come with a script free environment * You use your experience and personality to provide excellent service * You are not only receptive to feedback, but you actively seek it, and look for ways to implement it ---------------------------------------------------------------------------------------------------------------------------------- EXPERIENCE NEEDED: * Excellent communication skills, with a bias towards customer service * You have Strong communication skills: active listening, writing/typing, informal communications * Restaurant/ hospitality experience (or even just being a “foodie”) preferred * You have 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment * Have experience using current Microsoft Windows and Apple operating systems * You hold knowledge of iOS and Apple Hardware ---------------------------------------------------------------------------------------------------------------------------------- WHAT YOU’LL GET AT OPENTABLE We believe great work happens when people feel trusted, supported & excited about what they do — so we offer benefits designed to support your life, wellbeing & growth. 💷 ANNUAL SALARY * £30,000 per year 🌍 FLEXIBILITY THAT ACTUALLY FEELS FLEXIBLE * Work from (almost) anywhere for up to 20 days per year * Generous annual leave, plus your birthday off 🧠 SUPPORT FOR YOUR WELLBEING * Private health & dental insurance * Company-paid therapy through Spring Health * A Headspace subscription * An Employee Assistance Programme with 24/7 GP access, legal support & more * Income protection & life assurance * Discounted gym membership 🚀 INVESTMENT IN YOUR GROWTH * Development Dollars to support your learning * Leadership development opportunities * Access to thousands of on-demand courses & learning resources ✨ THE EXTRAS THAT MAKE A DIFFERENCE * Paid volunteer days * Paid parental leave * Competitive pension contributions * Bike2Work & season ticket loan schemes * Travel discounts * Employee Resource Groups & inclusive communities * Regular socials, Thursday happy hours & free office lunches twice a week Work Environment & Flexibility At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations. ---------------------------------------------------------------------------------------------------------------------------------- Inclusion We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations. #LI-FF1