CX Project Manager

CX Project Manager Overview

Join Tripadvisor as a CX Project Manager, where you will play a crucial role in leading the design, deployment, and optimization of AI-driven projects within our Customer Service Operations. This hybrid position requires you to work in our London or Oxford office two days a week, collaborating with various teams to enhance the customer experience for travelers worldwide.

Key Responsibilities

• Lead the complete delivery process of AI and automation projects within the customer service area, from initial discovery to deployment and review.
• Create and manage a roadmap for AI initiatives that align with customer service objectives and business priorities.
• Oversee project timelines, budgets, risks, and communications with stakeholders across multiple projects simultaneously.
• Collaborate with external vendors and internal engineering teams to ensure the effective integration of AI solutions with existing systems such as CRM and telephony.
• Monitor the performance of AI systems, including metrics like chatbot containment rates and customer satisfaction scores, and implement continuous improvement strategies.
• Work alongside Quality Assurance and workforce planning teams to evaluate the effects of AI on agent workloads and scheduling.
• Identify repetitive tasks within customer service operations that can be automated intelligently.
• Ensure that AI tools comply with data protection laws and internal governance standards.
• Serve as the main liaison between customer service leadership and AI/technology delivery teams.
• Lead change management initiatives to ensure that frontline staff understand and effectively utilize AI tools.
• Conduct workshops, training sessions, and feedback loops to gather insights from agents and refine AI functionalities.
• Provide project updates, performance metrics, and business cases to senior leadership and executive stakeholders.
• Promote responsible AI practices, ensuring fairness, transparency, and customer trust in all AI solutions.
• Maintain comprehensive documentation of AI model inputs, outputs, decision-making processes, and escalation procedures.
• Collaborate with Legal, Compliance, and Data teams to perform impact assessments and ensure ongoing compliance with regulations.

Required Experience & Skills

• A minimum of 3 years of project management experience, preferably in customer service, contact centers, or customer experience environments.
• Proven track record of delivering AI, automation, or digital transformation projects, such as conversational AI or robotic process automation.
• Strong understanding of customer service operations, including key metrics, workflows, and team structures.
• Excellent skills in stakeholder management, with the ability to explain technical concepts to non-technical audiences.
• Familiarity with project management methodologies such as Agile, Scrum, Waterfall, or hybrid models.
• Analytical skills with experience in using data to monitor performance and make informed decisions.
• Knowledge of data privacy regulations related to AI, particularly UK GDPR.

What We Offer

• Competitive salary packages that are regularly benchmarked against industry standards, including base salary and annual bonuses.
• Flexible work arrangements to accommodate personal lifestyles, with a hybrid model requiring two days a week in the London or Oxford office.
• A culture that promotes work-life balance, emphasizing trust and accountability.
• Donation matching program for charitable contributions.
• Tuition assistance for approved educational programs to support career advancement.
• Annual lifestyle benefit for personal spending on travel, wellness, or other preferences.
• Travel discounts and perks as part of employee development.
• Access to an employee assistance program for support during personal challenges.
• Comprehensive health benefits with competitive premiums.
• Generous referral program with rewards for successful candidate referrals.

Degree Requirement: Not Specified

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