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

Hours
Full time, flexible schedule.

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 a diverse experiences catalog. You will work closely with the AI Automation Lead and collaborate cross-functionally with R&D, Technology, Service Operations, Data, and Supply teams to ensure AI implementation projects are delivered on time and provide measurable value.

Key responsibilities include leading end-to-end delivery of AI and automation projects, developing and maintaining a roadmap aligned with customer service OKRs, managing project timelines, budgets, and risks, 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 teams, you will lead change management efforts, facilitate training and feedback sessions, and present updates to senior leadership.

Additionally, you will champion responsible AI practices, ensuring fairness, transparency, and customer trust, maintain clear documentation of AI models, and collaborate with Legal, Compliance, and Data teams to ensure ongoing regulatory compliance.

Tripadvisor offers competitive compensation, a remote-friendly and flexible work culture, generous benefits including donation matching, tuition assistance, lifestyle benefits, travel perks, employee assistance programs, health coverage, and a rewarding referral scheme. Our culture is built on putting travelers first, agile execution, and succeeding together as a collaborative team.

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 employee engagement. Strong communicator and collaborator who can build trust and understanding among frontline agents and leadership. Committed to responsible AI practices and ethical governance.

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 advantageous. Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in service contexts is a plus. Background in change management, employee engagement, or learning and development is beneficial.