Location
London (Hybrid role: 3 days per week in office)

Hours
Full Time

Salary
Negotiable

About the Role
The Service Operations Compliance Lead at Tripadvisor's Viator brand is responsible for ensuring that service operations delivered to customers comply with established processes and procedures, particularly regarding refunds, promotions/coupons, and gestures of goodwill. This role involves auditing both internal and external operations, managing risk, and ensuring alignment with regional customer regulations. You will regularly audit vendor performance against contractual obligations and collaborate with AI teams to leverage automation for improved compliance and operational efficiency. Operating in a fast-paced and competitive environment, you will advocate for customers and uphold Tripadvisor’s traveler-first philosophy in all decision-making.

Key responsibilities include auditing external BPO and internal Resolution/Experience Recovery processes, monitoring AI and human compliance, investigating potential compliance breaches, maintaining knowledge of industry regulations, managing stakeholder relationships, preparing compliance reports, and overseeing financial stewardship of goodwill spending and clawbacks. Additionally, you will contribute to AI automation strategies to enhance audit and monitoring capabilities.

Experience
- Minimum 3 years in Customer Operations, Service Excellence, or CX Transformation
- Experience with Global Vendor BPO Operations in audit or risk analyst roles
- Internal Auditor Certification or Certified Compliance Analyst required
- Experience with Gen AI governance and close-loop resolution for process mitigation
- Industry experience in travel is preferred

About you
- Customer-obsessed mindset with a traveler-first approach
- Ability to drive exceptional value and deliver effortless resolution service-support
- Strong execution skills with a focus on challenging legacy processes and continuous improvement
- Excellent communication and influencing skills, capable of articulating issues to C-Level leadership
- Data-driven with strong analytical skills to identify trends and resolve complex issues

Qualifications
- Internal Auditor Certification or Certified Compliance Analyst
- Relevant certifications or experience in compliance, audit, or risk management preferred