Director, Service Delivery & Excellence, B2B (AI & Automation)

Location: Hybrid in Oxford, United Kingdom, with approximately 30% international travel to BPO sites in North Africa and Asia.

Company

hirify.global Group connects travelers with experiences through travel brands and two-sided marketplaces, including hirify.global, Viator, and TheFork.

What you will do

• Lead end-to-end B2B support operations across Viator Supply and Bókun, covering onboarding, product setup, verification, compliance, customer success, and technical support.
• Develop and execute the support organization strategy in alignment with company objectives and OKRs.
• Manage BPO relationships across North Africa and Asia, including RFPs, contract negotiations, statements of work, capacity planning, and vendor performance.
• Design and deploy AI-powered tools, self-service capabilities, and workflow automation across internal and outsourced operations.
• Own compliance, verification, quality control, process improvement, and the Salesforce-centered support technology stack.
• Manage operational headcount, vendor spending, tooling budgets, proactive quality initiatives, and revenue-generating support activities.

Requirements

• 8+ years of experience in B2B support, partner operations, or service delivery, including leadership of managers.
• Experience leading multi-site operations with 100+ FTE and managing BPO vendors, RFPs, contracts, quality assurance, and governance.
• Demonstrated success deploying AI or automation across support, vetting, or operational workflows with measurable results.
• Strong working knowledge of Salesforce as a support platform, contact-center telephony, and knowledge systems.
• Experience with compliance and vetting frameworks, workforce forecasting, and capacity planning across hybrid teams.
• Experience owning staffing, vendor, and tooling budgets and willingness to travel internationally approximately 30% of the time.

Nice to have

• Experience in travel, hospitality, SaaS, or marketplace businesses.
• Salesforce Administrator training, COPC certification, or Lean Six Sigma Green/Black Belt.

Culture & Benefits

• Remote-friendly collaboration with flexibility to work on-site as often as needed or preferred by the team.
• Flexible scheduling and a focus on work-life balance, trust, accountability, experimentation, and data-driven execution.
• Competitive compensation including base salary and annual bonuses.
• Health benefits, employee assistance programs, donation matching, tuition assistance, lifestyle benefits, travel perks, and referral rewards.