Location
Hybrid role based in London, requiring 1 day per week in the London office.

Hours
Full Time - Flexible schedule with a remote-friendly approach to collaboration.

Salary
Negotiable

About the Role
As a Service Resolution Manager at Tripadvisor, you will be accountable for translating operational strategy into day-to-day execution across onshore and offshore teams to consistently deliver high-quality outcomes for customers. This hands-on role balances real-time performance management with longer-term planning, leveraging data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing the operational roadmap aligned with company goals, partnering closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement.

Key responsibilities include operational leadership and strategy, day-to-day operations management, quality assurance, compliance and governance, stakeholder and vendor management, people leadership and team development, data-driven continuous improvement, and workforce planning. You will champion a culture of performance, coaching, and customer focus, bringing new ideas from the market and your own development to help the operation evolve and scale effectively.

Tripadvisor offers a competitive compensation package, flexible working arrangements, and a range of benefits designed to support work-life balance, personal development, and employee wellbeing.

Experience
Minimum 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment.
Proven people management experience with 5+ years managing both regional and global teams.
Experience managing onshore and offshore/outsourced teams against SLAs and performance targets.
Demonstrated ability to use operational data and reporting to drive decisions, forecast needs, and build business cases.
Experience collaborating with Workforce Management, Training, Quality, and Vendor Management functions.
Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment.

About you
Customer-focused with a commitment to delivering excellent customer experiences through reliable, high-quality operations.
Operationally strong with deep understanding of contact centre or service operations, SLA quality metrics, and workforce dynamics.
Data-driven and comfortable interpreting performance metrics to drive decisions and build compelling cases for change.
Strong communicator able to influence and align teams and stakeholders.
Experienced people leader skilled in coaching, developing, and motivating teams with a focus on performance and growth.
Change oriented, curious, and proactive about new ideas, tools, and ways of working; effective at leading teams through change.

Qualifications
UK based, working hybrid.
Proven track record of managing complex operations with a focus on quality, compliance, and continuous improvement.
Strong leadership and interpersonal skills to foster a culture of accountability, ownership, and continuous improvement.