Compliance Analyst (Viator)

Overview

As Service Operations Compliance Lead, you ensure refunds, promotions and goodwill gestures are managed in line with operating processes and regional regulations. You will audit internal and external processes, oversee AI-enabled and human decision-making, and drive risk mitigation across our BPO and in-house teams. In a fast-moving travel ecosystem, you’ll partner with AI and CS leaders to enhance compliance, governance and cost control. This role offers the chance to shape financial and service quality standards in a globally connected marketplace.

Pay / Benefits

• remote-friendly work
• flexible schedule
• travel perks
• health benefits
• tuition assistance
• donation matching

Responsibilities

• Audit and monitoring of external BPO and internal Resolution/Experience Recovery processes
• Oversee AI and human compliance in refunds, promotions and Gesture of GoodWill handling
• Risk mitigation: investigate breaches, report findings to CS Management, implement corrective actions
• Identify process gaps in BPO, assess risks and ensure compliance
• Policy knowledge: maintain up-to-date refund/compensation processes per regulations
• Stakeholder management: collaborate with business partners and vendors
• Reporting: maintain audit documentation and compliance reports; weekly gesture spend and clawback reporting
• Financial stewardship: audit Gesture of GoodWill spend; ensure clawback credits to CS-OPS P&L
• AI automation: design investment strategy for AI tooling; ensure AI-assisted tools remain compliant

Key requirements

• Internal Auditor Certification/Certified Compliance Analyst
• 3+ years experience in Customer Operations, Service Excellence or CX Transformation
• Experience with Global Vendor BPO Operations in audit or risk analyst role
• Gen AI Governance experience
• Close-Loop resolution for process mitigation
• Customer obsessed mindset, advocating for simplicity and customer perspective

• Traveler first mindset
• Execution at speed
• Communication with strong influencing ability to C-Level leadership
• Gen AI governance
• AI automation tooling
• Data analysis and trend identification

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