Performance Lead – Booking Assistance at Tripadvisor in Office

Job description

Performance Lead – Booking Assistance | Tripadvisor About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Who are we looking for? We are seeking a Performance Lead – Booking Assistance to drive conversion performance and enhance customer experience across our global outsourced operations. In this role, you will bridge strategy and frontline execution to foster operational excellence across our BPO partner network. By combining strong leadership with sharp commercial acumen, you will establish robust governance, develop agent capabilities, and align vendor partners with our growth and satisfaction goals. The ideal candidate is a data-driven problem solver skilled at turning operational analytics into actionable insights and product improvements. You will analyse conversion funnels, identify drop-off causes, and partner with Service Excellence, Product, Tech, and Data teams to reduce booking friction. Whether shaping AI roadmaps or leading experiments, your ability to influence stakeholders and champion customer-first innovation will directly boost conversions and improve the booking journey. Job Location: Hybrid This role is a hybrid position that requires 1-2 days per week in our London office. Key Responsibilities: Drive Booking Conversion: Rigorously track and analyse funnel performance to unlock incremental conversion growth and deliver measurable revenue impact across outsourced channels. Lead Vendor Excellence: Partner with BPO leadership to establish accountability, execute targeted performance improvement plans, and elevate frontline agent capabilities. Diagnose Root Causes: Conduct deep-dive analyses to isolate key conversion blockers across product features, operational processes, supply availability, pricing, and agent execution. Optimize Customer Journeys: Translate frontline customer insights into concrete improvement initiatives, collaborating cross-functionally with Product and Supply to eliminate journey friction. Champion AI & Automation: Co-design and implement next-generation AI tooling with Product and Tech teams, integrating Agent Assist, smart routing, and personalized support capabilities. Pioneer Operational Experiments: Design, launch, and evaluate pilot projects and A/B tests to validate conversion enhancements and scale high-impact strategies across networks. Deliver Strategic Insights: Synthesize complex data into clear, compelling executive narratives that explain drivers, trends, and action plans to key stakeholders. Mobilize Cross-Functional Teams: Champion resolution of complex operational blockers by aligning executive sponsors, product owners, and vendor partners toward common goals. Minimum Qualifications & Experience: Proven track record (5+ years) driving operational execution, sales/conversion growth, or performance management in customer-centric environments. Bachelor's degree in Business, Operations, Economics, or equivalent practical industry experience. Demonstrated expertise in managing outsourced BPO operations, holding vendors accountable, and driving continuous capability improvements. Expert command of conversion funnel metrics, operational SLAs, and customer behavior modeling. Strong analytical capability to perform root-cause analysis and translate raw operational data into actionable strategic programs. Proven ability to lead cross-functional initiatives and influence Product, Engineering, and Supply stakeholders without direct authority. Uncompromising customer-first mindset balanced with s