Description

You will lead the Service Recovery team during high-stakes, time-critical escalations, managing multiple urgent cases and providing sound judgement under pressure. You'll coach team members, oversee complex escalations, and collaborate with senior stakeholders to improve processes and mitigate risk.

Requirements

• 4-6+ years leading teams in high-pressure escalation, crisis management, or risk environments
• Proven incident management in fast-paced environment
• Ability to manage multiple urgent, complex cases simultaneously without sacrificing quality
• Strong performance management skills and experience developing individuals into senior-level specialists
• Exceptional written and verbal communication skills, including executive-ready narratives under time pressure
• Ability to influence and align senior stakeholders with differing priorities
• High analytical capability and comfort making decisions in ambiguous contexts
• Strong operational judgement balancing risk mitigation with customer experience
• Calm, grounded leadership style in fast-moving, high-stakes moments

Responsibilities

• Manage end-to-end people strategy: onboarding, capability building, feedback, performance management
• Serve as primary leader during high-pressure moments or when Operations Manager is unavailable
• Build culture of accountability, clarity, and operational discipline
• Drive high-velocity prioritization of multiple urgent escalations
• Create and own monitoring metrics for community service
• Oversee handling of complex, sensitive, time-critical escalations with brand, legal, financial, or trust risk
• Serve on call for incident response
• Act as escalation point for executive-level escalations and major incidents
• Provide hands-on support for most challenging cases
• Create frameworks, playbooks, and escalation routing clarity
• Build relationships with senior stakeholders across Legal, Fraud, Safety Ops, Community Policy, Product, and Market Operations
• Communicate effectively with executive audiences
• Influence cross-functional partners to drive resolution and improve operational readiness
• Identify systemic weaknesses and drive measurable improvements
• Partner with AirCover and Scaled Ops teams to shape roadmaps and strengthen safeguards
• Lead or contribute to cross-functional projects enhancing escalation ecosystem