Overview As AI Project Manager in Tripadvisor’s Service Excellence team, you will lead end-to-end AI and automation initiatives in Customer Service to improve traveler experiences. You will collaborate with AI, engineering, data, and operations teams to deliver value aligned with service OKRs. You’ll manage roadmaps, deployments, and governance, while advocating responsible AI practices. This role offers exposure to global CX challenges and the opportunity to shape AI-enabled service delivery.
Pay / Benefits - remote-friendly with hybrid option
- flexible schedule
- tuition assistance
- travel perks and discounts
- donation matching
- health benefits
Responsibilities - Lead end-to-end delivery of AI and automation projects in customer service from discovery to deployment and review
- Maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities
- Manage timelines, budgets, risks, and stakeholder communications across multiple workstreams
- Coordinate with external vendors and internal engineering for seamless AI integration with CRM, telephony, and other platforms
- Monitor AI system performance (e.g., chatbot containment rates, CSAT, deflection) and drive continuous improvements
- Partner with QA and workforce planning to assess AI impact on agent workload and scheduling
- Identify manual processes suitable for automation using AI
- Ensure AI tools comply with data protection regulations (UK GDPR) and governance frameworks
- Act as primary liaison between customer service leadership and AI/tech delivery teams
- Lead change management and training to ensure adoption of AI tools
- Facilitate workshops, capture agent insights, and refine AI behavior
- Present updates, performance data, and business cases to senior leadership
- Champion responsible AI practices, ensuring fairness, transparency, and customer trust
- Maintain documentation of AI model inputs/outputs/logic and escalation paths
- Work with Legal, Compliance, and Data teams for impact assessments and regulatory compliance
Key requirements - 3+ years of project management experience in customer service or CX
- Experience delivering AI, automation, or digital transformation projects (e.g., conversational AI, RPA, NLP, knowledge management)
- Strong understanding of customer service operations and metrics
- Excellent stakeholder management and ability to translate technical concepts for non-technical audiences
- Proficiency with PM methodologies (Agile, Scrum, Waterfall, or hybrid)
- Analytical mindset with data-driven decision making
- Familiarity with data privacy obligations relevant to AI, including UK GDPR
- stakeholder management
- communication
- change management
- AI and automation delivery
- conversational AI, NLP, RPA
- knowledge management tools
