Title: Service Resolution Manager Location: London, United Kingdom Job Description: 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. Who are we looking for? As a Service Resolution Manager, you are accountable for translating operational strategy into day-to-day execution across onshore and offshore teams so that we consistently deliver high-quality outcomes for our customers. You are a hands-on operator who balances real-time performance management with longer-term planning, using data, people leadership, and cross-functional collaboration to drive service levels, quality, and efficiency. You will play a key role in shaping and executing our operational roadmap in line with the company’s goals. You will partner closely with Vendor Management, Workforce Management, Training, Quality, and external partners to ensure alignment on priorities, rapid issue resolution, and continuous improvement. You will champion a culture of performance, coaching, and customer focus, bringing in new ideas from the market and your own development to help the operation evolve and scale effectively. Key Responsibilities Operational leadership and strategy - Support long-term operational planning and help influence strategy to meet company goals. - Translate strategy into clear execution plans and targets for onshore and offshore teams. - Track performance against goals and adjust operational priorities as needed to address challenges and emerging trends, ensuring accountability for KPI delivery and regular reporting on a weekly, monthly, and quarterly basis. Day-to-day operations management - Manage service delivery in real time, keeping a constant eye on service levels, backlogs, and productivity. - Identify operational risks, trends, and opportunities, and implement actions to protect and improve performance. - Oversee operational systems, processes, and infrastructure, proactively seeking opportunities for optimisation. Quality, customer outcomes, and coaching - Ensure a strong quality focus so customer interactions consistently meet or exceed expectations. - Use insights from quality outcomes to identify coaching needs, support performance improvement, and celebrate “gold star” examples. - Partner with Training and Quality to embed best practices and address service gaps. Compliance, safety, and governance - Enforce relevant regulatory, safety, and internal policy standards across all operational sites. - Ensure teams understand and adhere to compliance requirements and escalation procedures. - Support change control processes, assessing operational impact and ensuring smooth implementation. Stakeholder and vendor management - Communicate daily and proactively with internal stakeholders (Vendor Management, Training, Quality, etc.) and external partners to maintain alignment. - Partner with Vendor Management on strategy execution, issue escalation, and performance improvement for outsourced partners. - Build and maintain strong professional relationships with cross-functional teams, ensuring they understand and consider the operations strategy in their own plans. People leadership and team development - Lead, mentor, and coach a high-performing team, providing clear expectations, feedback, and development opportunities. - Foster a culture of accountability, ownership, and continuous improvement, leading by example. - Support succession planning by identifying and developing talent within the operations team. Data, reporting, and continuous improvement - Use operational data and reporting to review performance daily, weekly, and monthly and identify improvement opportunities. - Prepare and present performance insights and business cases to support change initiatives and investments. - Collect and synthesise employee and customer feedback to refine operational processes and influence improvements in related functions (e.g., Training, Quality, Real Time, Scheduling). Workforce planning and performance - Collaborate with Workforce Management to ensure schedule adherence, identify absenteeism trends, and address staffing gaps. - Take ownership of mitigating scheduling and staffing risks that may impact service delivery. - Align resourcing decisions with forecasted demand and operational priorities. Minimum Qualifications & Experience: - 5+ years’ experience in operations management within a contact centre, customer support, or similar service environment. - Proven People-Manager with 5+ years experience, managing both regional and global teams - UK Based working Hybrid - Proven track record managing both onshore and offshore/outsourced teams against SLAs and performance targets. - Demonstrated experience using operational data and reporting to drive decisions, forecast needs, and build business cases. - Experience working closely with Workforce Management, Training, Quality, and Vendor Management functions. - Hands-on experience leading change initiatives and improving processes in a fast-paced, dynamic environment. - Strong people management experience, including coaching, performance management, and team development. Skills you should bring to the role Customer-focused: Committed to delivering excellent customer experiences through reliable, high-quality operations. Operationally strong: Deep understanding of contact centre or service operations, including SLA quality metrics, and workforce dynamics, with the ability to excel in a fast-paced environment. Data-driven: Comfortable interpreting performance metrics and using insights to drive decisions and build compelling cases for change. Strong communicator: Clear and timely communication with teams and stakeholders; able to influence and align others. People leader: Experienced in coaching, developing, and motivating teams, with a focus on performance and growth. Change oriented: Curious and proactive about new ideas, tools, and ways of working; effective at leading teams through change. What We Offer - Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses - “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team. - Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. - Donation matching. Give back? Give more! We match qualifying charitable donations annually. - Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. - Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. - Travel perks. We believe that travel is employee development, so we provide discounts and more. - Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. - Health benefits. We offer great coverage and competitive premiums. - Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates. 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. #LI-JP #LI-Hybrid

Role Description Schluss mit Agentur-Chaos und Pflastercode. Skaliere unser Herzstück als Inhouse-Lead auf 50+ Millionen. Wir suchen tiefe Shopify-Expertise – das CRO-Feintuning lernst du bei uns. Die Valkental GmbH ist die Marke für innovative Fahrradrucksäcke und stylische Warnbekleidung. Unser eigener Shopify-Store generiert bereits einen 8-stelligen Jahresumsatz bei über 200.000 monatlichen Besuchern. Unser Ziel: Wir wollen mit dir gemeinsam den Onlineshop bis 2030 auf 50+ Millionen Euro Umsatz skalieren! Unser Versprechen an dich: - Kein Agentur-Stress, sondern strategischer Inhouse-Fokus auf ein massives Projekt - Ein hochprofitables Fundament mit echten Produktinnovationen und Patenten - Ein sportliches, warmes Miteinander, bei dem sauberer Code, Wachstum und Spaß im Mittelpunkt stehen Aufgaben: - Wir wollen keine Shopify-Plugins zusammenklicken, wir wollen herausragende Architektur. - Du hast die volle Autonomie, tiefgreifende technische Lösungen und neue Features from scratch zu bauen. - Code schlägt bei uns Egos – wenn deine Lösung besser ist, wird sie umgesetzt. - Du implementierst A/B-Tests technisch einwandfrei – die CRO-Hypothesen und Logiken liefern wir oder erarbeiten sie gemeinsam. - Du übernimmst die technische Verantwortung – von der Konzeption bis zum sauberen Rollout neuer Features und ganzer Shop-Bereiche. - Du kontrollierst die Performance, treibst proaktives Bug Fixing voran und drückst die Ladegeschwindigkeit auf absolute Bestwerte. Qualifications - Exzellente Programmierkenntnisse und mehrjährige, tiefgehende Shopify-Erfahrung. - Tiefgreifende, praktische Erfahrungen im Bereich Conversion Rate Optimization (CRO) und A/B-Testing. - Sehr gute Deutschkenntnisse. - Ein absoluter Macher, der pragmatisch denkt und Systeme wirklich skalieren will, statt nur Bugs zu fixen. - Suche nach einem ambitionierten Team, das volle Autonomie bietet und technologisches Entfalten ermöglicht. Benefits - Wir messen Ergebnisse, keine abgesessenen Stunden. 100 % remote und flexible Arbeitszeiten. - Überdurchschnittliches Gehalt von 60.000 bis 100.000 Euro Brutto (je nach Erfahrung). - Eigene, beste Arbeitsausstattung ohne Budget-Diskussionen bei sinnvoller Hardware. - Teil eines 17-köpfigen Teams aus jungen, pragmatischen Machern mit direktem Draht zur Geschäftsführung. - Direkte Klärung von Tools, Prozessen oder Infrastruktur-Freigaben.

Role Description Für unsere Events im gesamten DACH-Raum suchen wir eine:n Show Manager:in in Teilzeit-Festanstellung. Wichtig: Wir suchen ausdrücklich keine Freelancer, sondern eine langfristige Zusammenarbeit im Rahmen einer festen Teilzeit-Anstellung. - Show-Management: Du koordinierst Aufbau, Ablauf und Abbau unserer Events vor Ort und packst selbst tatkräftig mit an. - Überblick behalten: Auch in stressigen Situationen bewahrst du einen kühlen Kopf und sorgst dafür, dass alles reibungslos läuft. - Kommunikation: Du bist die Schnittstelle zwischen Künstler:innen, Crew, Technik und Gästen und kommunizierst klar, freundlich und lösungsorientiert. - Leitung & Verantwortung: Du führst Helfer:innen und Techniker:innen vor Ort und sorgst dafür, dass alle Abläufe effizient umgesetzt werden. - Troubleshooting: Wenn unerwartete Probleme auftreten – technisch oder organisatorisch – findest du schnell pragmatische Lösungen. - Qualitätssicherung: Du stellst sicher, dass unsere Events professionell umgesetzt werden und unsere Gäste ein unvergessliches Erlebnis haben. Qualifications - Erfahrung in der Eventbranche - Reisebereitschaft im gesamten DACH-Raum - Bereitschaft zur Wochenendarbeit - Deutsch auf muttersprachlichem Niveau, Englischkenntnisse von Vorteil - Strukturierte und organisierte Arbeitsweise - Klare, freundliche und verbindliche Kommunikation - Ruhe und Lösungsorientierung unter Druck - Eigenverantwortliches Arbeiten und proaktives Handeln - Macher-Mentalität und Freude daran, Dinge wirklich umzusetzen Benefits - Faire Bezahlung: Wir legen großen Wert auf faire und transparente Vergütung. - Flexible Einsatzplanung: Du entscheidest aktiv mit, an welchen Wochenenden du arbeiten möchtest. - Starkes Team & flache Hierarchien: Dich erwartet ein dynamisches Umfeld mit kurzen Entscheidungswegen und direktem Austausch. - Moderne Arbeitsweise: Wir arbeiten digital, effizient und mit klaren Prozessen. - Gestaltungsspielraum: Du bekommst Verantwortung und kannst eigene Ideen aktiv einbringen und umsetzen. Company Description Dreamlight Labs GmbH ist Ihr führender Event Organiser für unvergessliche Konzerterlebnisse im Anime-, Gaming- und Popkultur-Bereich. Als deutschlandweit agierendes Unternehmen zeichnen wir uns durch beeindruckende Bühnen-Settings und ein intimes Ambiente aus, das jeden Auftritt zu einem besonderen Erlebnis macht. Unsere Konzerte, bei denen Piano- und Streicherensembles im Mittelpunkt stehen, bieten eine einzigartige Verbindung von Musik und Popkultur, die Fans und Musikliebhaber gleichermaßen begeistert.

• Design and deliver enterprise learning and capability solutions for client transformation programs • Build role-based learning journeys, competency frameworks, assessments, and curriculum architectures • Create learning approaches that include formal learning, on-the-job reinforcement, coaching, and performance support • Partner with client stakeholders and consulting teams to align capability solutions to business goals, operational needs, and workforce outcomes • Apply strong instructional design practices, including clear learning objectives, assessment strategies, and evaluation methods • Develop scalable, reusable tools, templates, and content structures that improve consistency and quality across engagements • Support pilot launches, implementation planning, and continuous improvement of capability programs • Measure learning effectiveness and business impact, and use insights to refine solutions