Project Operations Coordinator

About the Position

We are seeking a Project Operations Coordinator for Tripadvisor, a leading global travel platform. This role is pivotal in driving operational momentum within Tripadvisor’s Travel Experiences, leveraging AI tools and automation to enhance how we support global travelers. As a CX & AI Operations Coordinator, you will ensure key experience initiatives are on track, monitor AI-driven support workflows, and deliver actionable updates to leadership. Your focus will be on eliminating friction across the traveler journey-from booking tours and activities to on-the-ground support-ensuring our operations scale seamlessly to keep travelers moving.

Job Location: Hybrid

This role is a hybrid position that requires 2/3 days per week/month in our London office.

Responsibilities

• Drive Experience & AI Updates: Lead operational reporting for leadership, translating traveler sentiment, support analytics, and AI bot performance into concise, executive-ready updates.
• Oversee AI Support Implementations: Track and manage AI-driven projects, including automated traveler triage, AI copilot tools for support agents, and self-service knowledge bases for tours, attractions, and activities.
• Track Deliverables & Keep Teams on Schedule: Monitor project timelines across Support, Engineering, Product, and Supply teams to ensure traveler-facing initiatives launch on schedule.
• Optimize the Traveler Journey: Continuously identify operational friction in support ticketing and leverage AI automation to decrease response times for urgent, in-destination traveler inquiries.
• Cross-Functional Alignment: Ensure front-line traveler support teams are trained and aligned on new AI processes, maintaining clear standard operating procedures.

Requirements

• Experience: 2–4 years in customer operations, CX project management, or travel tech operations.
• AI & Tech Literacy: Hands-on experience with modern AI-driven customer service platforms (e.g., Zendesk AI, Intercom, Salesforce) and workflow automations.
• Execution & Accountability: Proven ability to drive cross-functional accountability, clear project bottlenecks, and keep high-stakes deliverables moving.
• Communication: Exceptional written and verbal communication, with a talent for converting complex operational data into digestible business updates.
• Traveler Empathy: Passion for travel culture and a deep understanding of traveler pain points before, during, and after their booked experiences.

Nice to Have

• Prior experience in travel, hospitality, or marketplace platforms (tours, attractions, activities).
• Experience deploying generative AI features or automated chat resolution systems in a fast-paced global consumer environment.
• Project management certification (e.g., CAPM, Scrum Master, or PMP coursework).
• Experience in a fast-paced tech, startup, or rapidly scaling corporate environment.

We Offer

• Competitive compensation packages, including base salary and annual bonuses.
• Flexibility to suit your lifestyle with a remote-friendly approach.
• Flexible schedule and work-life balance.
• Donation matching for qualifying charitable donations.
• Tuition assistance for career development.
• Lifestyle benefit for personal use.
• Travel perks and employee discounts.
• Employee assistance program.
• Health benefits with competitive premiums.
• Generous referral scheme.

About the Company

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.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please reach out to your individual recruiter or our team at [email protected].

For more information about careers at Tripadvisor, email us at [email protected].