TripAdvisor · London
Product & Programposted 3w ago
CX Project Manager | 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.
Job Location: Hybrid
This role is a hybrid position that requires 2 days per week in our London or Oxford office.
Who we are looking for
We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog.
As part of the Service Excellence team you will work closely with our AI Automation Lead working cross-functionally with our R&D, Technology, Service-Operations, Data and Supply teams to ensure AI implementation projects are delivered on time, driving measurable value to our Travelers.
Key Responsibilities
AI Strategy & Project Delivery
Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review.
Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities.
Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams.
Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms.
Operations & Performance
Monitor AI system performance (e.g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles.
Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling.
Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation.
Ensure AI tools comply with data protection regulations (e.g. UK GDPR) and internal governance frameworks.
Stakeholder Engagement & Change Management
Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions.
Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools.
Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour.
Present project updates, performance data, and business cases to senior leadership and executive stakeholders.
Governance & Ethics
Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions.
Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways.
Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance.
Required Experience & Skills
Essential
3+ years of project management experience, ideally within customer service, contact centre, or CX environments.
Demonstrated experience delivering AI, automation, or digital transformation projects (e.g. conversational AI, RPA, NLP, knowledge management tools).
Strong understanding of customer service operations, including contact centre metrics, workflows, and team structures.
Excellent stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
Proficiency with project management methodologies (Agile, Scrum, Waterfall, or hybrid approaches).
Analytical mindset with experience using data to track performance and make evidence-based decisions.
Familiarity with data privacy obligations relevant to AI, including UK GDPR.
Desirable
Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar.
Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in a service context.
Project management certification (e.g. PMP, PRINCE2, APM, or SAFe).
Background in change management, employee engagement, or learning & development.
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!
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