About the Job
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 effectivel...
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)
Key Responsibilities
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.
Required Skills & Abilities
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 mastery of advanced conflict-resolution techniques, tactical empathy, and managing high-stress customer interactions.
Multi-Channel Expertise: Demonstrated experience delivering service across phone, email, live chat, and social media channels.
Customer-Centric & Empathetic: Excels at actively listening, empathizing, and tailoring solutions to meet the needs of both property owners and travelers.
Executive Presence & Discretion: Communicates with absolute clarity, brevity, and professionalism when briefing C-level executives or corresponding with high-value customers.
Risk-Centric Decision Making: Swiftly evaluates complex facts, weighs corporate risk against customer retention, and exercises sound judgment under high-pressure conditions.
Risk & Root-Cause Analysis: Skilled at examining complex account data, identifying systemic operational breakdowns, and advocating for process improvements across business units.
Collaborative & Solution-Oriented: Proactively troubleshoots technical bugs, anticipates operational blockers, and works with cross-functional teams to implement lasting solutions.
Impact-Driven: Passionate about safeguarding brand trust and driving high Traveler Sentiment Scores (TSS) at the highest level of accountability. Motivated by turning severe, high-exposure service failures into effortless resolutions, protecting C-suite relationships, and using escalation trends to advocate for systemic operational improvements.
