Tripadvisor
ServiceResolutionManager
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“Service Resolution Manager at Tripadvisor. Skills: Operational leadership, People management, Cross-functional collaboration. Translate operational strategy into execution. Deliver high-quality outcomes for customers”
What You'll Achieve.
Deliver high-quality outcomes; Drive service levels; Drive quality; Drive efficiency; Meet company goals; Meet or exceed expectations
Industry & Context.
Issue resolution; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
Able to influence and align others, Experienced in coaching, developing, and motivating teams, Focus on performance and growth, Curious and proactive about new ideas, tools, and ways, Effective at leading teams through change
What You'll Do.
Translate operational strategy into execution
Deliver high-quality outcomes for customers
Manage real-time performance
Conduct long-term planning
Shape and execute operational roadmap
Partner with Vendor Management
Partner with Workforce Management
Partner with Training
Ensure alignment on priorities
Ensure rapid issue resolution
Ensure continuous improvement
Champion a culture of performance
Champion a culture of coaching
Champion a culture of customer focus
Bring in new ideas from market
Support long-term operational planning
Influence strategy to meet company goals
Translate strategy into execution plans
Set targets for teams
Track performance against goals
Adjust operational priorities
Address challenges and trends
Ensure accountability for KPI delivery
Report on performance weekly
Report on performance monthly
Report on performance quarterly
Manage service delivery in real time
Monitor service levels
Identify operational risks
Identify operational trends
Identify operational opportunities
Implement actions to improve performance
Oversee operational systems
Oversee operational processes
Oversee operational infrastructure
Seek opportunities for optimisation
Meet customer expectations
Exceed customer expectations
Use insights from quality outcomes
Identify coaching needs
Support performance improvement
Celebrate “gold star” examples
Enforce regulatory standards
Enforce safety standards
Enforce internal policy standards
Ensure teams understand compliance
Ensure teams adhere to compliance
Ensure teams understand escalation procedures
Ensure teams adhere to escalation procedures
Support change control processes
Assess operational impact
Ensure smooth implementation
Communicate with internal stakeholders
Communicate with external partners
Maintain alignment with partners
Partner with Vendor Management on strategy
Partner with Vendor Management on issue escalation
Partner with Vendor Management on performance improvement
Build professional relationships with teams
Maintain professional relationships with teams
Ensure teams understand operations strategy
Ensure teams consider operations strategy
Lead a high-performing team
Mentor a high-performing team
Coach a high-performing team
Provide clear expectations
Provide development opportunities
Foster a culture of accountability
Foster a culture of ownership
Foster a culture of continuous improvement
Support succession planning
Identify talent within operations
Develop talent within operations
Use operational data to review performance
Use reporting to review performance
Identify improvement opportunities
Prepare performance insights
Present performance insights
Prepare business cases
Present business cases
Support change initiatives
Collect employee feedback
Synthesise employee feedback
Collect customer feedback
Synthesise customer feedback
Refine operational processes
Influence improvements in related functions
Collaborate with Workforce Management
Ensure schedule adherence
Identify absenteeism trends
Address staffing gaps
Mitigate scheduling risks
Mitigate staffing risks
Align resourcing decisions with demand
Align resourcing decisions with priorities
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal stakeholders; External partners; Vendor Management; Workforce Management; Training; Quality
Communication Scope
Performance reporting; Business cases
Process & Methodology
Roadmap planning, Change control
Full Job Description
About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. Job Location: Hybrid This role is a hybrid position that requires 1 day per week in our London office. Who are we looking for? As a Service Resolution Manager, you are accountable for translating operational strategy into day-to-day execution across onshore and offshore teams so that we consistently deliver high-quality outcomes for our customers. You are a hands-on operator who balances real-time performance management with longer-term planning, using data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals. You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively. Key Responsibilities Operational leadership and strategy Support long-term operational planning and help influence strategy to meet company goals. Translate strategy into clear execution plans and targets for onshore and offshore teams. Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KP
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