Executive Escalation Lead

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 AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers! #LI-JP #LI-REMOTE