Service Resolution Manager

TL;DR

Service Resolution Manager (Customer Service): Managing operational strategy and day-to-day execution across onshore and offshore teams with an accent on service levels, quality, and efficiency. Focus on driving performance through data-driven decision-making, cross-functional collaboration, and effective vendor management.

Location: Must be based in the UK and able to work hybrid (1 day per week in London office)

Company

hirify.global is a subsidiary of Tripadvisor, serving as a global marketplace for travel experiences and activities.

What you will do

• Translate operational strategy into actionable execution plans for onshore and offshore teams.
• Manage real-time service delivery, monitoring service levels, backlogs, and productivity.
• Partner with Vendor Management, Workforce Management, and Quality teams to ensure alignment and continuous improvement.
• Lead, mentor, and coach a high-performing team to foster a culture of accountability and growth.
• Use operational data and reporting to identify trends, mitigate risks, and present business cases for change.
• Enforce regulatory, safety, and internal policy standards across all operational sites.

Requirements

• 5+ years of experience in operations management within a contact center or customer support environment.
• 5+ years of experience in people management, including regional and global teams.
• Must be based in the UK and able to work in a hybrid capacity.
• Proven track record managing both onshore and offshore/outsourced teams against SLAs.
• Demonstrated experience using operational data to drive decisions and forecast needs.
• Hands-on experience leading change initiatives and process improvements.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Flexible work-life balance with a remote-friendly approach.
• Lifestyle benefit for travel, wellness, or personal use.
• Tuition assistance for professional development.
• Donation matching program and comprehensive health coverage.
• Travel perks and discounts on experiences.