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.
As the Knowledge Manager you are accountable for designing and leading our knowledge, training and quality strategy so that our front-line teams deliver consistent, high-quality experiences every time. You are a hands-on leader who ensures that people have the right information, the right skills, and the right coaching to support customers and internal stakeholders effectively. You will own our knowledge bases, training programs, and QA frameworks that power operational excellence and customer satisfaction.
You will partner closely with internal stakeholders across multiple business areas to turn subject-matter expertise into scalable content, learning experiences, and measurable quality standards. You will champion a culture of continuous learning and feedback, leveraging analytics and AI-enabled tooling to keep content, training, and quality programs aligned with business goals.
Job Location: Hybrid. This role is a hybrid position that requires 1-2 days per week in our London office.
Key Responsibilities
Knowledge management
Define and maintain the end-to-end knowledge strategy, standards, and governance model.
Own the structure, accuracy, and usability of internal and customer-facing knowledge bases, FAQs, and playbooks.
Implement content lifecycle processes (creation, review, approval, retirement) and ensure adoption across teams.
Training and enablement
Design, deliver, and maintain onboarding and ongoing training programs for front-line and support teams.
Translate new products, policies, and processes into clear training materials, playbooks, and learning paths.
Partner with leaders to identify skill gaps and build targeted learning interventions (e.g., workshops, microlearning, coaching guides).
Quality assurance
Leverage AI solutions to build and maintain QA frameworks, scorecards, and calibration processes across channels (voice, chat, email, social).
Monitor interactions to assess adherence to policies, knowledge usage, soft skills, and brand tone.
Provide structured feedback and insights to leaders and agents, linking QA outcomes to coaching and development plans.
Analytics and continuous improvement
Define and track KPIs across knowledge, training, and QA (e.g., article usage, search success, time-to-proficiency, QA scores, CSAT).
Use data to identify performance trends, root causes, and opportunities to improve content, training, and processes as well as measuring the effectiveness of Vendor coaching.
Run experiments and pilots (e.g., new training formats, updated scripts, AI tools) and measure impact.
Stakeholder management
Serve as the primary point of contact for knowledge, training, and QA needs from cross-functional teams.
Build strong relationships with Product, Engineering, Legal, Compliance, and Operations to ensure accuracy and alignment.
Communicate insights and recommendations to leadership, influencing priorities and investments.
Leadership and culture
Lead, coach, develop and empower a team of Knowledge, Instructional Designer and QA Leads.
Foster a culture of accountability, learning, and constructive feedback across geographies and teams.
Champion best practices in knowledge use, learning, and quality, celebrating wins and sharing success stories.
Minimum Qualifications & Experience:
5+ years of experience across Knowledge Management, Training/L&D, Quality Assurance, or Customer Operations.
Proven experience owning a knowledge base, training programs, and/or QA function in a fast-paced environment.
Demonstrated success designing and implementing QA frameworks and training programs that improve performance.
Experience with or strong interest in leveraging AI tooling to support QA and training.
Strong stakeholder management and facilitation skills; comfortable influencing leaders at multiple levels.
Experience using data to drive decisions and demonstrate the impact of knowledge, training, and QA initiatives.
Familiarity with support operations and omni-channel environments (voice, chat, email, social).
Skills you should bring to the role:
Customer-first: Obsessed with making every interaction accurate, empathetic, and effortless.
Strategic and hands-on: Able to set direction while also rolling up your sleeves to build content, training, and QA tools.
Communication: Excellent written and verbal skills; can simplify complex concepts for diverse audiences.
Data driven: Comfortable with dashboards and metrics; uses insights to prioritise and refine programs.
Collaborative: Thrives in cross-functional environments and builds trust quickly with stakeholders.
Change champion: Confident challenging legacy practices and guiding teams through new ways of working.
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.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at [email protected].
If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!
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