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 TheFork.

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. 

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 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.

Skills & Experience 

• 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.

What We Offer 

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at [email protected].

If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!

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