Executive Escalation Lead

Executive Escalation Lead | Tripadvisor

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and The Fork.

Who are we looking for?

The Executive Escalation Lead provides high-touch operational leadership, oversight, and direct management for the organization’s most complex, sensitive, and high-exposure traveler cases. Acting as the critical bridge between C-suite leadership and Service Operations, you ensure high-risk escalations are effectively resolved alongside Service OnCall Escalation Resolution Specialists, conduct root-cause analysis (RCA), and produce executive-level reporting and dashboards. Combining tactical empathy, deep policy discretion, and analytical rigor, you will de-escalate high-risk situations, restore traveler trust, and partner cross-functionally to eliminate systemic operational failures.

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Job Location:

Remote_

This role is a remote position in the United Kingdom. Occasional travel to the company’s Oxford office as necessary.

Hours:

This role will be working an evening shift from 4:00 PM to Midnight (BST/GMT)

What You’ll Do

• Executive Escalation Management: Serve as the primary operational owner for cases directed to C-suite leadership, directing deep-dive account investigations and overseeing high-touch associate outreach to bring high-risk disputes to closure.

• C-Suite & Stakeholder Communications: Author executive briefings, case summaries, and proposed resolution frameworks for C-level leadership, Legal, PR, and Compliance stakeholders prior to customer contact.

• White-Glove Traveler Outreach: Conduct high-touch phone and written communications with dissatisfied travelers, applying advanced conflict-resolution techniques and policy exceptions to restore brand trust.

• End-to-End Investigation: Conduct deep-dive investigations into account histories, system logs, and transaction records to independently resolve complex cases from intake to closure.

• Empowered Decision-Making: Exercise authorized policy exceptions, issue appropriate financial remedies (refunds, credits, concessions), and coordinate custom solutions within approved financial thresholds.

• Operational Leadership: Guide and mentor Escalation Resolution Specialists on case prioritization, complex problem-solving, advanced de-escalation techniques, and executive-level written communications.

• Cross-Functional Risk Mitigation: Partner directly with Legal, Compliance, Product, Logistics, and Executive leadership to resolve sensitive edge cases and mitigate corporate risk.

• Root-Cause Analysis (RCA): Document escalation root causes, perform post-incident audits, log systemic failure points, and brief Knowledge Management & Service Excellence teams to drive continuous improvement.

• Executive Metrics & Reporting: Monitor and report on executive case volumes, Resolution Time SLAs, repeat failure trends, and post-escalation sentiment scores directly to CX leadership through executive dashboards.

Preferred qualifications

• Direct Escalations
  
  Experience:
  
  5+ years in customer experience or operations, with at least 2–3 years specifically managing executive, legal, regulatory, or high‑risk customer escalations.

• Education :
  Bachelor’s degree in Business Administration, Communications, Legal Studies, or equivalent practical experience.

• De‑escalation Mastery :
  Proven…