Operations Manager

Description:

Trip.com Group, a global leader in the travel service industry, is seeking a Quality & Knowledge Operations Manager to lead its EMEA Contact Centre operations in Edinburgh. This strategic leadership role is ideal for a seasoned quality expert with a passion for continuous improvement, customer-centric service delivery, and operational excellence.

The role offers a dynamic opportunity to influence cross-regional quality standards, champion process optimization, and lead a high-performing team toward the goal of delivering exceptional customer experiences. As part of a diverse global business that includes Trip.com, Skyscanner, Ctrip, and Qunar, you’ll have access to an innovative work culture and development-focused environment.

Key Responsibilities:

• Lead a team of approx. 30 across the Quality & Knowledge functions, including 5 direct reports

• Strategically drive the development and evolution of quality and knowledge operations, focusing on simplification, standardization, and scalability

• Design, implement, and scale quality frameworks, controls, and governance models aligned with customer expectations and business goals

• Translate quality data into actionable insights and systemic improvements to enhance service and operational performance

• Build and maintain collaborative relationships across departments including Operations, Product, Training, and QA

• Manage calibration and appeals processes to ensure objective, fair, and consistent evaluation across all regions

• Act as the voice of the customer and ensure compliance with regulatory, brand, and service standards

• Lead capability-building initiatives, conduct training workshops, design knowledge tools, and develop quality evaluators

• Represent the team in broader leadership functions and contribute to cross-site collaboration, projects, and global business needs

Requirements:

• Substantial experience in a senior quality or operations management role within a global or multi-market contact centre

• Demonstrated ability to build and implement scalable quality systems and tools

• Deep knowledge of performance metrics, analytical tools, and data interpretation to inform decision-making

• Excellent communication and influencing skills, particularly with senior stakeholders

• Skilled in managing change, driving process adoption, and team alignment across evolving service environments

• Proficiency in QA systems, CRM platforms, Excel, data queries, dataset building, and Microsoft Office tools

• Strong leadership and coaching skills with a passion for developing high-performance teams

• Must have a valid passport and be open to occasional international travel

Desirable Qualifications:

• Experience in Travel & Tourism or other high-volume service-driven sectors

• Certifications in Quality Management (e.g., ISO, COPC)

• Qualifications in Lean Six Sigma, Kaizen, or Project Management

• Familiarity with AI tools in quality management systems

Working Hours & Location:

• Office location: Lochrin Square, Fountainbridge, Edinburgh

• Standard working hours for leadership: Monday to Friday, 8:00 AM to 5:00 PM

• Team operates in shifts from 7:00 AM to 11:00 PM, including weekends

• Hybrid work option available after 6 months, based on performance

Benefits Include:

• 33 days annual leave (including bank holidays)

• 3 extra days for parents/guardians

• Monthly performance bonuses

• Health cash plan (dental, vision, physiotherapy)

• Employee well-being and assistance programs

• Enhanced family leave policies

• Life and health insurance

• Free onsite gym, employee events, and birthday cake

• Annual travel points for use on Trip.com

• Career development programs and global growth opportunities