Customer Service Operations Manager

1 month ago


Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Tripadvisor. As a key member of our global operations management team, you will be responsible for leading our customer support team and ensuring exceptional customer experiences across multiple languages.

Key Responsibilities
  • Evaluate team performance and implement strategies to improve service delivery and customer satisfaction.
  • Direct and motivate direct reports to achieve agreed targets and ensure personal goals and objectives are set, communicated, measured, and reviewed.
  • Effectively manage performance, address underperformance, and celebrate success.
  • Develop and implement coaching and development plans to enhance team capabilities.
  • Supervise staff and coordinate coaching and training to improve performance.
  • Identify and implement initiatives to improve employee engagement and customer satisfaction.
Operational Management
  • Determine daily plans to meet and exceed business performance targets and ensure sufficient capacity to meet incoming volumes.
  • Ensure service issues are recorded and responded to within agreed service levels and timelines.
  • Assist with designing and testing process changes and work with stakeholders to ensure successful implementations.
  • Standardize processes, procedures, and platforms for service delivery.
  • Audit processes to ensure currency and accuracy in line with department standards.
  • Monitor customer feedback and interactions to build a culture of continuous improvement.
Customer Relations
  • Understand key demand and complaint drivers.
  • Partner with legal and PR teams to assess and strengthen process controls and regulatory adherence.
  • Work with business stakeholders to minimize DSAT drivers and improve customer experience and satisfaction.
  • Track, manage, and analyze high-activity cases to reduce touches per case.
  • Ensure SLAs on responding to complaints and escalations are hit.
  • Report risk events and ensure Corrective Action Plans are raised as necessary.
Requirements
  • At least five years of experience managing a customer support team across different cultures.
  • Passion for solving customer issues and ability to handle confidential information.
  • Strong time management, prioritization skills, and multi-tasking ability.
  • Excellent editorial judgment and command of the English language.
  • Ability to work independently, anticipate problems, and suggest solutions.
  • Experience with relevant applications, including managed multi-channel operations, CRM/Customer Support Tools, and Web-based content management Systems.

We are looking for a flexible and open-minded individual who can adapt to change and new information. If you are a results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity.



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