About
The Tripadvisor Group connects people to travel and other experiences through its brands, technology, and capabilities. It provides travel content and guidance, along with two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
Responsibilities
•Lead end-to-end delivery of AI and automation projects in customer service, from discovery and scoping through deployment and review
•Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities
•Manage project timelines, budgets, risks, stakeholder communications, and concurrent workstreams
•Coordinate external vendors and internal engineering teams to integrate AI solutions with CRM, telephony, and other platforms
•Monitor AI system performance, including chatbot containment rates, CSAT, and deflection metrics, and drive continuous improvement
•Partner with Quality Assurance and workforce planning teams to assess AI's impact on agent workload, skills, and scheduling
•Identify manual or repetitive customer service processes suitable for intelligent automation
•Ensure AI tools comply with data protection regulations and internal governance frameworks
•Act as the primary contact between customer service leadership and AI/technology delivery teams
•Lead change management and communications to help frontline agents and team leaders understand, trust, and use AI tools effectively
•Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behavior
•Present project updates, performance data, and business cases to senior leaders and executives
•Champion responsible AI practices, embedding fairness, transparency, and customer trust into solutions
•Maintain documentation of AI model inputs, outputs, decision logic, and escalation pathways
•Work with Legal, Compliance, and Data teams on impact assessments and ongoing regulatory compliance
Requirements
•At least 3 years of project management experience, ideally in customer service, contact center, or CX environments
•Demonstrated experience 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 center metrics, workflows, and team structures
•Excellent stakeholder management skills and ability to explain technical concepts to non-technical audiences
•Proficiency in project management methodologies such as Agile, Scrum, Waterfall, or hybrid approaches
•Analytical mindset and experience using data to track performance and make evidence-based decisions
•Familiarity with AI-related data privacy obligations, including UK GDPR
Nice to have
•Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, or Genesys
•Awareness of LLMs, prompt engineering, and generative AI use cases in customer service
•A project management certification such as PMP, PRINCE2, APM, or SAFe
•A background in change management, employee engagement, or learning and development
Benefits
•Competitive compensation packages, including base salary and annual bonuses
•Flexible schedule
•Annual matching of qualifying charitable donations
•Annual tuition assistance for qualified programs
•Annual lifestyle benefit
•Travel discounts and other perks
•Employee assistance program
•Health benefits with competitive premiums
•Referral rewards for successful candidates
