Director, Service Delivery & Excellence, B2B (AI)

Location: Available in 3 locations; remote-friendly collaboration across a worldwide team, with optional on-site participation as required by the team. International travel to North Africa and Asia is required for approximately 30% of the time.

Company

hirify.global is a Tripadvisor Group travel marketplace connecting travelers with experiences, suppliers, and technology-enabled travel services.

What you will do

• Lead the end-to-end B2B support organization across hirify.global Supply and Bókun, covering onboarding, product setup, verification, compliance, customer success, and SaaS technical support.
• Develop and execute the support organization strategy in line with company objectives and OKRs.
• Manage BPO relationships across partner sites in North Africa and Asia, including RFPs, contract negotiations, statements of work, capacity planning, and vendor performance.
• Design and deploy AI-driven tools, self-service capabilities, and workflow automation across internal and outsourced operations.
• Own compliance, verification, quality control, continuous improvement, and the support technology stack with Salesforce at its core.
• Manage headcount, vendor spend, tooling budgets, proactive quality programs, and revenue-generating support initiatives.

Requirements

• 8+ years of experience in B2B support, partner operations, or service delivery, including leadership experience managing 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 knowledge of Salesforce as a support platform, contact-center telephony, and knowledge systems.
• Experience with regulated environments, compliance and vetting frameworks, workforce forecasting, and capacity planning across hybrid teams.
• Full operational budget ownership and willingness to travel internationally approximately 30% of the time for site visits in North Africa and Asia.

Nice to have

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

Culture & Benefits

• Flexible remote-friendly collaboration, flexible scheduling, and a focus on work-life balance.
• Competitive compensation with base salary and annual bonuses.
• Health benefits, employee assistance programs, donation matching, tuition assistance, and an annual lifestyle benefit.
• Travel discounts, referral awards, and an inclusive, collaborative culture focused on traveler value, execution, accountability, and empowered ownership.