TripAdvisor · London
Product & Programposted 6d ago
AI Quality Assurance Program Manager I 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.
The AI Quality Assurance Program Manager ensures that all artificial intelligence systems across Tripadvisor’s Travel Experiences execute reliably, accurately, and aligned with business goals. Positioning yourself at the intersection of AI performance, traveler satisfaction, and product development, you will establish testing frameworks, audit AI outputs, and turn quality findings into actionable operational insights. You will drive performance tracking, unblock cross-functional teams, and regularly report AI accuracy, success metrics, and enhancement roadmaps to executive leadership.
Job Location: Hybrid
This role is a hybrid position that requires 2/3 days per week/month in our London Office.
Key Responsibilities
Define the AI-Era Quality Strategy: Establish the end-to-end quality framework across human agents and AI agents, evolving QA from traditional sample-based auditing toward continuous, AI-enabled quality management.
Establish AI Quality & Testing Frameworks: Design and maintain comprehensive evaluation benchmarks, testing protocols, and human-in-the-loop (HITL) workflows to verify AI agents, support bots, and recommendation engines operate as intended.
Audit AI Outputs & Traveler Interactions: Continuously evaluate AI-generated outputs (e.g., automated support chats, tour recommendation accuracy, and booking updates) for intent fulfillment, safety, tone, and hallucination prevention.
Drive Business Updates & Insights: Deliver executive-ready reporting that translates complex QA evaluation data, model accuracy rates, and error trends into strategic recommendations for business leaders.
Lead Cross-Functional AI Improvements: Partner closely with Data Science, AI Engineering, Product, and CX teams to turn QA findings into prompt refinements, model fine-tuning, and updated knowledge base inputs.
Maintain Release Momentum: Track project timelines for new AI deployments, manage QA regression testing schedules, and hold technical teams accountable to quality standards before full traveler rollout.
Qualifications
Experience: 4–6 years in technical program management, QA management, or AI/ML product operations focused on system reliability and evaluation.
AI Evaluation Expertise: Strong operational knowledge of AI/LLM testing methodologies, prompt evaluation, intent recognition accuracy, and AI safety guardrails.
Data-Driven Insight Delivery: Proven ability to analyze AI logs, leverage analytics tools, and turn quality metrics into clear, executive-ready presentations and dashboards.
Cross-Functional Collaboration: Exceptional track record of bridging technical AI engineering teams with business stakeholders and front-line traveler support operations.
Domain Empathy: Deep interest in online travel, traveler behavior, and maintaining high trust across consumer-facing AI interactions.
Preferred Qualifications
Hands-on experience with modern LLM evaluation tools, annotation platforms, or customer service AI tools (e.g., Zendesk AI, Intercom, Salesforce).
Background in travel tech, e-commerce marketplaces, or fast-scaling consumer platforms.
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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 make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
#LI-WR1