TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand.  At TripAdvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions. 

The person in this role will lead a highly trained team of internal experts and outsourced customer service agents tasked with handling sensitive conversations concerning abuse of the TripAdvisor platform. The team is responsible for assisting business representatives and travelers while fighting fraud and protecting the integrity of reviews that travelers depend on. The individual in this role will ensure these interactions are handled quickly and correctly while protecting proprietary information about our anti-fraud efforts. The ability to absorb, understand, and operationalize complex processes and procedures is vital. The ideal candidate will have a background in user support, operations, trust & safety, outsourcing, and business process optimization.

What you will do

  • Build, manage and scale a global team, including establishing goals and measuring progress

  • Track and meet key performance goals by executing plans to mitigate the risk of performance failures and adjusting as needed to meet changing objectives

  • Drive team-wide initiatives related to fraud policies, ensuring consistent application and performance across the team

  • Use your expertise in customer service, operations, fraud, and qualitative analysis to drive projects that improve efficiency, reduce risk, and enhance the user experience

  • Forecast changes in volume to ensure proper staffing and achieve turnaround time targets

  • Build and manage relationships with key cross-functional partners including Product, Legal, and PR

  • Prepare and deliver high level presentations for both internal and external stakeholders with a focus on objectives and overall team progress

  • Work with Product Management to scope and prioritize projects

What you will bring to the team

  • 6+ years relevant professional experience

  • 3+ years experience in direct people management, including experience managing a support team

  • University degree or equivalent experience required

  • Knowledge of multiple languages a plus

  • Advanced experience using Google and Microsoft products and web-based tools, such as SQL and Tableau

  • Strong attention to detail with excellent time management, prioritization, and multitasking skills

  • Sound judgement with a talent for resolving complex problems and making decisions based on potential impact to the business

  • Experience as a leader who can prioritize effectively, communicate clearly, and build influence cross-functional teams

  • Success driving projects and delivering a measurable impact at both the individual and team level

  • Talent for identifying and establishing key objectives and using KPIs to manage and improve team performance

  • Exceptional interpersonal skills with an established track record of coaching, managing, and developing a team -- particularly in a changing, sometimes ambiguous environment


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