CX Project Manager

CX Project Manager | Tripadvisor 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 2 days per week in our London or Oxford office. Who we are looking for We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog. As part of the Service Excellence team you will work closely with our AI Automation Lead working cross-functionally with our R&D, Technology, Service-Operations, Data and Supply teams to ensure AI implementation projects are delivered on time, driving measurable value to our Travelers. Key Responsibilities AI Strategy & Project Delivery • Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review. • Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities. • Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams. • Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms. Operations & Performance • Monitor AI system performance (e.g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles. • Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling. • Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation. • Ensure AI tools comply with data protection regulations (e.g. UK GDPR) and internal governance frameworks. Stakeholder Engagement & Change Management • Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions. • Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools. • Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour. • Present project updates, performance data, and business cases to senior leadership and executive stakeholders. Governance & Ethics • Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions. • Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways. • Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance. Required Experience & Skills Essential • 3+ years of project management experience, ideally within customer service, contact centre, or CX environments. • Demonstrated experience delivering AI, automation, or digital transformation projects (e.g. conversational AI, RPA, NLP, knowledge management tools). • Strong understanding of customer service operations, including contact centre metrics, workflows, and t