Description

You will lead the Service Recovery team in handling time-critical and sensitive escalations, ensuring best-in-class support and operational discipline. You will manage competing priorities, coach the team to grow into trusted escalation handlers, and help shape the broader AirCover escalation strategy.

Requirements

• 4–6+ years of experience leading teams in high-pressure escalation, crisis management, or risk-related environments.
• Proven experience of incident management in a fast-paced environment.
• Demonstrated ability to manage multiple urgent, complex cases simultaneously without sacrificing quality or judgement.
• Strong performance management skills and experience developing individuals into senior-calibre escalation or risk specialists.
• Exceptional written and verbal communication skills, including the ability to craft executive-ready narratives under time pressure.
• Proven ability to influence and align senior stakeholders, even when priorities or perspectives differ.
• High analytical capability and comfort making decisions in ambiguous, evolving contexts.
• Strong operational judgement and the ability to balance risk mitigation with customer experience.
• A calm, grounded leadership style that brings steadiness to the team in fast-moving and high-stakes moments.
• Experience hiring and managing globally dispersed employees is a plus.

Responsibilities

• Own and manage end-to-end people strategy for the team: onboarding, capability building, continuous feedback, and performance management.
• Serve as the primary leader during high-pressure moments or when the Operations Manager is not available.
• Build a culture of accountability, clarity of expectations, and operational discipline across the team.
• Drive high-velocity prioritization, helping the team manage multiple urgent escalations while maintaining quality and adherence to protocols.
• Create and own monitoring metrics to ensure best-in-class community service.
• Oversee the handling of complex, sensitive, and time-critical escalations that carry brand, legal, financial, or trust risk.
• Serve on call as needed for incident response.
• Act as escalation point for point specialists and analysts for executive-level escalations, major incidents, and cross-functional escalations.
• Provide hands-on support for the most challenging cases, ensuring direction, narrative consistency, and airtight risk mitigation.
• Strengthen the team’s ability to independently handle high-judgement work by creating frameworks, playbooks, and escalation routing clarity.
• Influence build strong relationships with senior stakeholders across Legal, Fraud and Safety Ops, Community Policy, Product, and Market Operations.
• Communicate effectively with executive audiences, synthesizing complex information and recommending a clear path forward under tight timelines.
• Influence cross-functional partners to drive resolution, unblock key decisions, and improve operational readiness for emerging risks.
• Identify systemic weaknesses across processes, policies, and tools and drive measurable improvements.
• Partner with the wider AirCover and Scaled Ops teams to shape roadmaps, strengthen safeguards, and refine how we manage high-stakes escalations globally.
• Lead or contribute to cross-functional projects that enhance the escalation ecosystem from end to end.