Director, Service Delivery & Excellence, B2B

tripadvisor

Contract type

Ongoing

Work mode

Hybrid · Hybrid (inferred: EU/NL where applicable)

Experience

Senior · 8+ years

Job description

Develop and execute the B2B support organization in line with company strategy and OKRs
Own front-line operational delivery across Viator Supply (onboarding, product creation/setup, compliance, verification, ongoing support) and Bókun (sign-up support, early customer success, SaaS technical support)
Lead end-to-end BPO commercial relationships across partner sites in North Africa and Asia, including RFPs, contract negotiations, SOWs, workforce capacity planning, and vendor performance management
Identify, design, and ship AI-driven tooling, self-serve capabilities, and workflow automation across in-house and outsourced operations
Enforce strict onboarding workflows (business verification, liability insurance, legal compliance) and audit supplier quality metrics
Apply continuous improvement frameworks (Lean Six Sigma) and own the support technology stack with Salesforce at the core
Manage operational headcount, vendor spend, and tooling budgets; expand proactive quality initiatives and revenue-generating support activities
Collaborate effectively with key stakeholders within the Supply/Bókun organizations and across the organization
Company mission
Information not specified

Core technologies

Salesforce

8+ years in B2B support, partner operations, or service delivery, including proven leadership experience managing managers
Proven success leading multi-site operations (100+ FTE) with hands-on BPO vendor management (RFPs, contract negotiations, QA, and governance)
Demonstrated experience deploying AI or automation tools across support, vetting, or operational workflows with measurable impact
Strong working knowledge of Salesforce as a support platform (Salesforce Administrator training preferred) alongside contact-center telephony and knowledge systems
Experience operating in regulated environments with compliance/vetting frameworks; expertise in workforce forecasting and capacity planning across hybrid teams
Full operational budget ownership (staffing, vendor spend, tooling); willing to travel internationally c. 30% of the time (site visits to North Africa and Asia)
Preferred: Travel, hospitality, or SaaS/marketplace industry experience; COPC certification; Lean Six Sigma Green/Black Belt
Salesforce