VP of Customer Operations - Remote

Overview

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. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

In Short

• Lead and direct a complex, multi-lingual customer service operation.
• Plan for the future of customer operations over the next 3, 5, and 10 years.
• Advance AI and automation capabilities in customer support.
• Oversee call center operations and ensure high customer satisfaction.
• Manage and optimize the customer operations budget.
• Monitor and report on key operational metrics.
• Ensure compliance with regulatory requirements.
• Build a disruptor in the customer service industry.
• Collaborate with executive leadership and partners.
• Travel internationally to meet teams and vendors.

Requirements

• 15+ years of leadership experience in customer operations.
• 3+ years as a member of an executive leadership team.
• Proven track record in managing large-scale customer service operations.
• Experience with AI and automation technologies.
• Strong outsourcing management skills.
• Exceptional leadership and communication skills.
• Strong financial acumen and budget management experience.
• Expertise in workforce management and performance analytics.
• Familiarity with customer service technologies.
• Data-driven focus on metrics and continuous improvement.

Benefits

• Competitive compensation packages.
• Flexible work arrangements.
• Work-life balance culture.
• Donation matching program.
• Tuition assistance for career development.
• Lifestyle benefit for personal spending.
• Travel perks for employee development.
• Employee assistance program.
• Health benefits with competitive premiums.