Service Operations Compliance Lead

Responsibilities

• Perform regular audits of external BPO and internal Resolution/Experience Recovery processes
• Monitor AI and human compliance regarding refunds, promotions, and gestures of goodwill
• Investigate compliance breaches and implement corrective actions for BPO process gaps
• Collaborate with AI Service Leads to ensure automated tools adhere to regional regulations
• Maintain audit documentation and prepare compliance reports for management
• Manage financial stewardship by auditing gesture of goodwill spending and vendor clawbacks
• Build investment strategies for AI automated tooling to enhance operational monitoring

Requirements

• Internal Auditor Certification or Certified Compliance Analyst
• 3+ years of experience in Customer Operations, Service Excellence, or CX Transformation
• Experience auditing or performing risk analysis for Global Vendor BPO Operations
• Experience with Gen AI Governance
• Strong data analysis and trend identification skills
• Excellent influencing and communication skills for C-level reporting

Preferred Qualifications

• Experience within the Travel Industry

Benefits

• Competitive compensation and annual bonuses
• Flexible work schedule and remote-friendly approach
• Donation matching program
• Tuition assistance for qualified programs
• Annual lifestyle benefit for travel or wellness
• Travel perks and discounts
• Health benefits and employee assistance programs
• Generous employee referral scheme

About the Company

The Tripadvisor Group connects people to experiences worth sharing, aiming to be the world’s most trusted source for travel. Its portfolio includes brands such as Tripadvisor, Viator, and TheFork.