Director, Service Excellence (AI)

TL;DR

Director, Service Excellence (AI): Championing operational excellence and defining service excellence strategy with a customer-centric focus, leveraging AI-tooling for next-generation customer experience. Focus on removing customer friction, developing self-solve solutions, and ensuring fast, effortless processes through strategic AI investment and process improvement.

Location: Hybrid. This role is a hybrid position that requires 2-3 days per week in our London/Oxford office.

Company

hirify.global, part of the Tripadvisor Group, connects people to experiences worth sharing as a trusted source for travel and experiences.

What you will do

• Define and execute service excellence strategy with a customer-centric approach in all decision-making.
• Lead strategic investment in AI-tooling to enhance customer experience and replace legacy systems.
• Drive process improvement and standardization initiatives using Lean/Six Sigma methodologies.
• Build and evolve global training programs to enhance product knowledge and service capability.
• Define and oversee AI and human-agent quality assurance frameworks, driving measurable improvements.
• Manage, coach, mentor, and inspire a global team of service professionals.

Requirements

• Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation.
• Bachelor’s degree or equivalent related experience.
• Experience managing both Global Vendor BPO Operations and In-house escalation or resolution teams.
• Proven track record in process improvement, optimization, and automation aligned with Six Sigma Methodology.
• Strong commercial awareness, with the ability to balance resolution experience with efficiency.
• Strong influencing skills with ability to articulate issues to C-Level leadership.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• "Work your way" with flexibility to suit your lifestyle, including remote-friendly collaboration.
• Flexible schedule with work-life balance ingrained in culture.
• Donation matching, tuition assistance, lifestyle benefit, and travel perks.
• Employee assistance program and health benefits.
• Generous referral scheme for successful candidates.