Location
Hybrid role requiring 2 days per week in our London or Oxford office.

Hours
Full time, flexible schedule to suit your lifestyle.

Salary
Negotiable

About the Role
As a CX Project Manager at Tripadvisor, you will lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience, driving value for our global travelers across our experiences catalog. Working within the Service Excellence team, you will collaborate closely with the AI Automation Lead and cross-functional teams including R&D, Technology, Service Operations, Data, and Supply to ensure AI implementation projects are delivered on time and deliver measurable value.

Your responsibilities will include leading end-to-end delivery of AI and automation projects, developing and maintaining a roadmap aligned with customer service OKRs, managing timelines, budgets, risks, and stakeholder communications, and coordinating with vendors and engineering teams for seamless AI integration with CRM, telephony, and other platforms.

You will monitor AI system performance, drive continuous improvements, partner with Quality Assurance and workforce planning teams, identify automation opportunities, and ensure compliance with data protection regulations such as UK GDPR. Acting as the primary liaison between customer service leadership and AI/tech delivery functions, you will lead change management efforts, facilitate training and feedback sessions, and present updates to senior leadership.

Championing responsible AI practices, you will ensure fairness, transparency, and customer trust are embedded in all solutions, maintain clear documentation, and collaborate with Legal, Compliance, and Data teams to ensure ongoing regulatory compliance.

Tripadvisor offers a competitive compensation package, a remote-friendly and flexible work culture, donation matching, tuition assistance, lifestyle benefits, travel perks, employee assistance programs, health benefits, and a generous referral scheme. Our cultural pillars emphasize putting travelers first, agile execution, and succeeding together through collaboration and ownership.

Experience
Minimum 3 years of project management experience, ideally within customer service, contact centre, or CX environments. Proven track record delivering AI, automation, or digital transformation projects such as conversational AI, RPA, NLP, or knowledge management tools. Strong understanding of customer service operations including contact centre metrics, workflows, and team structures. Excellent stakeholder management skills with the ability to communicate technical concepts to non-technical audiences. Proficiency in project management methodologies including Agile, Scrum, Waterfall, or hybrid approaches. Analytical mindset with experience using data to track performance and make evidence-based decisions. Familiarity with data privacy obligations relevant to AI, including UK GDPR.

About you
Forward-thinking and experienced in AI project management. Able to lead cross-functional teams and manage multiple concurrent workstreams. Skilled in change management and communication to ensure adoption and trust in AI tools. Collaborative with a strong sense of ownership and accountability. Comfortable presenting to senior leadership and facilitating workshops and training sessions.

Qualifications
Project management certification such as PMP, PRINCE2, APM, or SAFe is desirable. Experience with AI/CX platforms like Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar is a plus. Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in service contexts is advantageous. Background in change management, employee engagement, or learning and development is beneficial.