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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!

Tripadvisor

Lead Supplier API Account Manager 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. Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember Viator is seeking a Lead Supplier API Account Manager who has a strong understanding of API integration technology and can manage the technical onboarding of new supplier integration accounts for the purpose of electronic communications between Viator and supplier reservation systems. The ideal candidate will have thorough knowledge of how APIs operate and will be able to communicate effectively with tour operators and other system providers.  Reporting to the Associate Director, Supplier Connectivity, this role manages technical implementation across simultaneous connectivity projects for a portfolio of high-value accounts. The successful candidate will resolve complex integration issues effectively while working closely with team members and collaborating with senior stakeholders across product, engineering, customer service, and the wider supply business unit. A strong knowledge of API technologies including web service communication protocols SOAP and REST along with integration technologies such as XML, JSON, are fundamental to this role.  The successful applicant will be a great communicator who will manage the end-to-end process of collecting requirements, configuration details, expansion plans through to testing and monitoring the successful operations of the supplier connectivity platform.  This role will be part of an existing team for a high profile product. Job Location: Remote first, located in the UK. 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. Major Responsibilities * Overseeing the technical implementation and delivery of integrations with suppliers and reservation systems * Liaise with systems and suppliers to collect API specs, review specifications and recommend integration approaches to the product and engineering teams. * Collaborate closely with R&D teams, representing the voice of Connectivity in development projects * Understand and communicate the Viator API specifications to all internal and external stakeholders and assist with any technical questions. * Provide mentorship to team members and take proactive ownership of integration processes and methodologies. * Own and manage the lifecycle of Salesforce cases for API integrations and establish tracking best practices. * Lead end-to-end API integration testing for new partners, while proactively contributing to the design and optimization of internal testing and monitoring tools. * Inform and update all senior stakeholders on integration projects. * Monitor API transactions to ensure smooth operation. * Help identify operational issues and escalate as necessary. Desired Skills and Experience Personal Qualities * Excellent communicator (written, in person and on conference calls) * Flexible and collaborative * Analytical skills * Excellent attention to detail * Focused on results * Friendly and approachable * Creative thinker * Time management Skills and Experience * 5+ years IT support, operations or account management preferably with web services or similar B2B technical environment exposure. * Proven technical competence in working with APIs * Strong stakeholder management skills with the ability to influence relationships * Skilled in communicating with appropriate levels of detail to different audiences (both verbal and written) * Proven ability to facilitate discussions in person as well as via conference calls * Experience working in multi-channel, complex business environments * Strong time-management skills and ability to prioritize * Ability to collaborate with a global team, across multiple time zones 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!     #LI-WR1

Tripadvisor

Product Marketing Manager, International 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. TAG Experiences is redefining how travelers discover and book experiences globally. As the strategic architect for our 2026 international growth, the Product Marketing Manager (PMM) will be responsible for expanding our Total Addressable Market (TAM) by directing marketing resources, aligning sales efforts, and providing the R&D roadmap with the market intelligence necessary to win against entrenched local competitors. Currently, our 80% revenue concentration in the U.S. poses a significant risk and acts as a ceiling to our growth. To achieve our goal of 10% global TAM share, we must look beyond the U.S. market. The PMM will drive this expansion by analyzing competitor gains, translating market-specific friction into R&D requirements, and organizing granular, country-specific marketing structures. Job Location: Remote This role is a remote position in London, UK. Occasional travel to company offices as necessary. KEY RESPONSIBILITIES Strategic Market Intelligence & Prioritization * Define the "Win" Strategy: Analyze why competitors like GetYourGuide are gaining share and direct resources to close those gaps. * Prioritize R&D Efforts: Translate market-specific friction—such as the 15-25% lower conversion on multi-lingual sites—into prioritized requirements for localized features like native language filters and regional payment methods. * Data-Driven Roadmap: Use data to rank problems and opportunities by impacted audience size and confidence, ensuring engineering pods work on high-leverage international features. Go-to-Market (GTM) & Marketing Orchestration * Resource Direction: Organize the efforts of SEM, SEO, and Content teams to move from coarse non-English accounts toward granular, country-specific structures that increase clickshare. * Localized Content: Direct the creation of stand-alone SEM landers and content incorporating regional idioms and cultural references to improve SEO and trust. * Funnel Optimization: Oversee all funnel metrics—from increased traffic to supplier signup pages to getting more products live—ensuring teams prioritize the most effective opportunities. Sales Enablement & Supply Growth * Supply Gap Identification: Assist Sales and Destination Management teams in identifying high-demand supply gaps, such as FIGS-language tours in Rome. * Asset Development: Develop geo-specific landing pages and assets for the Sales engine to address local supplier objections and highlight growth opportunities. Cross-Functional Orchestration * Operational Leadership: Serve as the "glue" between R&D, Marketing, and the Supply Org to ensure international initiatives are built into quarterly roadmaps. * Integrated Strategy: Ensure all channels work together to amplify adoption and support critical international supply priorities. SUCCESS METRICS (KPIS) * Top-of-Funnel Conversion: Measurable increase in international site traffic and account creation. * Bottom-of-Funnel Conversion: Increase in product creation initiation and the number of products that go live. * Market Share: Progress toward the 10% global TAM share target. QUALIFICATIONS * Experience: 10+ years in marketing (per AD standards) with a focus on product marketing and international GTM strategy. * Strategic Thinking: Proven ability to translate business objectives into effective multi-channel campaign strategies. * Cross-Functional Leadership: Demonstrated ability to lead through influence and collaborate with Product, Sales, Data, and Engineering teams. * Analytical Rigor: Deep experience using data to prioritize opportunities and manage performance dashboards. * Communication: Excellent stakeholder management and communication skills to drive alignment across a global organization. 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!