About the Job
Project Operations Coordinator I Tripadvisor
The CX & AI Operations Coordinator drives operational momentum within Tripadvisor’s Travel Experiences, leveraging AI tools and automation to elevate how we support global travelers. In this role, you will keep key experience initiatives strictly on track, monitor AI-driven support workflows, and deliver clear, acti...
This role is a hybrid position that requires 2/3 days per week/month in our London office.
Key Responsibilities
Drive Experience & AI Updates: Lead operational reporting for leadership, translating traveler sentiment, support analytics, and AI bot performance into concise, executive-ready updates.
Oversee AI Support Implementations: Track and manage AI-driven projects, including automated traveler triage, AI copilot tools for support agents, and self-service knowledge bases for tours, attractions, and activities.
Track Deliverables & Keep Teams on Schedule: Monitor project timelines across Support, Engineering, Product, and Supply teams to ensure traveler-facing initiatives launch on schedule.
Optimize the Traveler Journey: Continuously identify operational friction in support ticketing and leverage AI automation to decrease response times for urgent, in-destination traveler inquiries.
Cross-Functional Alignment: Ensure front-line traveler support teams are trained and aligned on new AI processes, maintaining clear standard operating procedures.
Required Skills & Abilities
Experience: 2–4 years in customer operations, CX project management, or travel tech operations.
AI & Tech Literacy: Hands-on experience with modern AI-driven customer service platforms (e.g., Zendesk AI, Intercom, Salesforce) and workflow automations.
Execution & Accountability: Proven ability to drive cross-functional accountability, clear project bottlenecks, and keep high-stakes deliverables moving.
Communication: Exceptional written and verbal communication, with a talent for converting complex operational data into digestible business updates.
Traveler Empathy: Passion for travel culture and a deep understanding of traveler pain points before, during, and after their booked experiences.
Prior experience in travel, hospitality, or marketplace platforms (tours, attractions, activities).
Experience deploying generative AI features or automated chat resolution systems in a fast-paced global consumer environment.
Project management certification (e.g., CAPM, Scrum Master, or PMP coursework).
Experience in a fast-paced tech, startup, or rapidly scaling corporate environment.
