Vice President of Customer Operations (Viator)

Vice President of Customer Operations (Viator)

United Kingdom, Krakow, Poland

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore-everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)-making memories that will last a lifetime has never been easier.

We're looking to bring on a highly collaborative and forward-thinking VP of Customer Operations. This isn't a call center management role - we're looking for someone who can run a complex, multi-lingual customer service operation at scale, while thinking ahead and planning for three, five, and ten years down the road. This role will play a critical part in delivering a 10/10 experience to every customer, every time.

In this role, you'll lead:

• People: Provide leadership and direction to our customer service team, including in-house and outsourced operations, keeping this very large organization engaged, ambitious, and on-strategy. You'll partner closely with your executive-level peers, ensuring customer feedback is a part of every decision we make.
• Strategy and operations: Lead and scale our current customer operations, exceeding the expectations of our millions of travelers. You'll ensure this function is prepared for years of growth to come.
• Transformation and technology: Advance our AI and automation capabilities to ensure we're industry-leading in our approach to customer support, ticket-routing, chatbots, and self-service platforms. You'll gain the buy-in of your team, your peers, and our customers to build an AI- and analytics-led approach that delivers personalized, high-quality customer service while reducing CS demand overall.
• Business process outsourcing (BPO) Management: Oversee call center operations, ensuring SLAs are met and high levels of customer satisfaction. This includes the selection and management of partners and the implementation/management of workforce management tools to optimize staffing, speed response times, and manage peak volumes effectively.
• Financial and operational performance: Manage and optimize the customer operations budget, focusing on cost efficiency without compromising service quality. Monitor and report on key operational metrics (e.g., customer satisfaction, average handle time, resolution rates) to ensure continuous improvement and alignment with company goals.

In short, this role will oversee, optimize, and transform our existing customer service operations. You and your talented team will build Viator into a disruptor.

To succeed, you'll need:

• 15+ years of leadership experience in customer operations across both B2C and B2B, with a focus on multi-lingual call centers, customer support, and outsourcing management; content moderation a plus.
• 3+ years as a member of an executive leadership team.
• Proven track record of managing large-scale (1000+ agents) customer service operations in an e-commerce or marketplace tech company.
• Extensive experience leveraging AI and automation technologies to enhance business process efficiency and customer service delivery.
• Strong experience with outsourcing, including vendor selection, contract negotiation, and performance management.
• Exceptional leadership and communication skills with the ability to influence and collaborate across levels and functions.
• Strong financial acumen, with experience managing budgets and optimizing operational costs.
• Expertise in workforce management, capacity planning, and performance analytics.
• Familiarity with customer service technologies, including CRM systems, AI, and automation tools.
• Data-driven with a strong focus on metrics and continuous improvement.
• Track record of partnership across the executive team to drive customer-impacting opportunities, especially in Product Management & Marketing.
• Willingness to regularly travel internationally to meet with teams and visit vendors.

This role has the option to work from one of our European offices (Oxford, London, or Lisbon) or to be fully-remote with regular travel to visit your team and partners. The Viator leadership team is distributed across Europe and the US, and your direct team also spans across the US and UK.

Perks of Working at Viator:

• Competitive compensation packages, including base salary, annual bonus, and equity.
• "Work your way" with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team.
• Flexible schedule and work-life balance ingrained in our culture.
• Donation matching for qualifying charitable donations annually.
• Tuition assistance for qualified programs.
• Lifestyle benefit to spend on travel, wellness, or personal interests.
• Travel perks including discounts.
• Employee assistance program with resources for life's challenges.
• Health benefits with great coverage and competitive premiums.

Our Values:

• We aspire to lead.
• We're relentlessly curious.
• We're better together.
• We serve our customers, always.
• We strive for better, not perfect.
• Our workplace is for everyone.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please reach out to your individual recruiter or our team at .