Service Resolution Manager

Responsibilities

• Translate operational strategy into execution plans for onshore and offshore teams
• Manage real-time service delivery, including service levels, backlogs, and productivity
• Track performance against KPIs and provide regular reporting
• Partner with Vendor Management, Workforce Management, Training, and Quality teams
• Lead, mentor, and coach high-performing teams to foster accountability
• Use operational data to identify improvement opportunities and build business cases
• Enforce regulatory, safety, and internal policy standards
• Mitigate scheduling and staffing risks in collaboration with Workforce Management

Requirements

• 5+ years of operations management experience in a contact centre or customer support environment
• 5+ years of experience as a People Manager managing regional and global teams
• Proven track record managing onshore and offshore/outsourced teams against SLAs
• Experience using operational data and reporting to drive decisions and forecasting
• Experience working with Workforce Management, Training, and Quality functions
• Hands-on experience leading change initiatives in fast-paced environments

Benefits

• Competitive compensation including base salary and annual bonuses
• Flexible "Work your way" approach and flexible scheduling
• Donation matching for charitable contributions
• Tuition assistance for qualified programs
• Annual lifestyle benefit for travel or wellness
• Travel perks and discounts
• Employee assistance program and health benefits
• 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 and experiences. The portfolio includes brands such as Tripadvisor, Viator, and TheFork.