About this role
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.
What You'll Do
The Senior Partner Support Executive serves as an expert escalation layer, data-informed process innovator, and subject matter authority across our partner support ecosystem. As a core pillar of Customer Service Operations (CS Ops), you live a customer-first philosophy—enabling partners to unlock maximum value for the traveler.
By leveraging a strategic blend of Automation, AI-Assist, and Human-Assist, you remove friction across every step of the journey to plan, book, and enjoy amazing experiences while protecting Tripadvisor's legacy of trusted, exceptional care. Working alongside onshore and offshore teams, you utilize data tools to resolve complex escalations, measure issue impact, eliminate operational effort, mentor junior colleagues, and flexibly support any initiative managed by the team.
Key Responsibilities
Senior Escalation & Complex Support
• Serve as the senior escalation point for complex, high-priority partner issues routed from front-line agents (onshore/offshore), Account Managers, and cross-functional stakeholders.
• Take end-to-end ownership of critical Key Account friction, bringing cases to rapid, high-quality resolution within established delegation-of-authority limits while championing customer-first service.
Data Analysis & Impact Measurement
• Leverage core data platforms—including BigQuery (BQ) and Looker—to query, investigate, and analyze complex operational trends.
• Measure and quantify the real-world business and traveler impact of platform bugs, system outages, and process gaps (e.g., calculating impacted Gross Booking Value, affected booking volume, or partner segment reach) to help leadership prioritize technical and operational fixes.
Process Optimization & Efficiency
• Proactively audit day-to-day workflows with a CS Ops efficiency mindset to identify operational bottlenecks, redundancies, and process gaps.
• Develop concrete improvement ideas and present structured, data-informed proposals to the Partner Support Manager to streamline team operations and eliminate effort.
AI & Automation Innovation
• Actively identify opportunities where repetitive tasks can be automated or augmented with AI to reduce operational friction.
• In compliance with company AI usage, data privacy, and security guid