SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Tripadvisor is seeking an Executive Escalation Lead to provide high-touch operational leadership and direct management for the organization's most complex, sensitive, and high-exposure traveler cases. This role acts as the critical bridge between C-suite leadership and Service Operations, ensuring high-risk escalations are effectively resolved, conducting root-cause analysis, and producing executive-level reporting and dashboards.
Key Responsibilities:
- 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.
- Author executive briefings, case summaries, and proposed resolution frameworks for C-level leadership, Legal, PR, and Compliance stakeholders prior to customer contact.
- Conduct high-touch phone and written communications with dissatisfied travelers, applying advanced conflict-resolution techniques and policy exceptions to restore brand trust.
- Conduct deep-dive investigations into account histories, system logs, and transaction records to independently resolve complex cases from intake to closure.
- Exercise authorized policy exceptions, issue appropriate financial remedies (refunds, credits, concessions), and coordinate custom solutions within approved financial thresholds.
- Guide and mentor Escalation Resolution Specialists on case prioritization, complex problem-solving, advanced de-escalation techniques, and executive-level written communications.
- Partner directly with Legal, Compliance, Product, Logistics, and Executive leadership to resolve sensitive edge cases and mitigate corporate risk.
- Document escalation root causes, perform post-incident audits, log systemic failure points, and brief Knowledge Management & Service Excellence teams to drive continuous improvement.
- 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.
The role operates on an evening shift from 4:00 PM to Midnight (BST/GMT), with occasional travel to the company's Oxford office as necessary.
Required Qualifications:
- 5+ years in customer experience or operations, with at least 2–3 years specifically managing executive, legal, regulatory, or high-risk customer escalations.
- Bachelor's degree in Business Administration, Communications, Legal Studies, or equivalent practical experience.
- Proven mastery of advanced conflict-resolution techniques, tactical empathy, and managing high-stress customer interactions.
- Demonstrated experience delivering service across phone, email, live chat, and social media channels.
- Strong executive presence and ability to communicate with absolute clarity, brevity, and professionalism when briefing C-level executives or corresponding with high-value customers.
- Ability to swiftly evaluate complex facts, weigh corporate risk against customer retention, and exercise sound judgment under high-pressure conditions.
- Skilled at examining complex account data, identifying systemic operational breakdowns, and advocating for process improvements across business units.
