Hotel review site Tripadvisor has announced that John Dila has been appointed to a newly created post of director of customer care.
Dila will work to shape Tripadvisor’s support strategy and service culture while building a global team of customer service agents, the company said.
Before joining Tripadvisor, Dila worked at croudsourcing start-up Innocentive Inc. Prior to that Dila spent six years at eBay running and developing the customer service strategy.
“We’re delighted to have John on board,” said Stephen Kaufer, co-founder and chief executive of TripAdvisor. “He’s a crucial addition to Tripadvisor and we look forward to John building this new team and improving the experience of both property owners and travellers. We are committed to improving service standards and this hire underscores our desire to act more efficiently on user and owner feedback.”