Senior Executive Escalations Lead - Remote UK

Tripadvisor; Los Angeles (CA); Remote; USD 162,000 - 215,000; Full time

Benefits offered by this job

Remote-friendly approach

Flexible schedule

Tuition assistance

Health benefits

Travel discounts

Employee assistance program

Job summary

Tripadvisor is seeking an Executive Escalation Lead to manage high-exposure traveler cases remotely in the United Kingdom, with occasional Oxford travel. You will resolve escalations alongside Service Operations, perform RCA, and deliver executive-level reporting to C-suite stakeholders.

The role requires 5+ years in customer experience or operations, mastery of de-escalation techniques, and strong cross-functional collaboration.

Qualifications

• 5+ years in customer experience or operations with executive escalations.
• Bachelor’s degree or equivalent practical experience.
• Mastery of de-escalation techniques and conflict resolution.

Responsibilities

• Own executive escalation cases and direct high-touch investigations.
• Draft executive briefings and resolution frameworks for C-level leadership.
• Conduct high-touch outreach to resolve high-risk disputes and restore trust.
• Perform end-to-end investigations and RCA reporting to closure.
• Mentor Escalation Specialists and lead cross-functional collaboration.
• Monitor executive metrics and reporting for CX leadership.

Skills

Executive escalation

C-suite comms

Conflict resolution

Multi-channel

Executive presence

Empathy

Education

Bachelor’s degree

Job description

Tripadvisor is seeking an Executive Escalation Lead to manage high-exposure traveler cases remotely in the United Kingdom, with occasional Oxford travel. You will resolve escalations alongside Service Operations, perform RCA, and deliver executive-level reporting to C-suite stakeholders.

The role requires 5+ years in customer experience or operations, mastery of de-escalation techniques, and strong cross-functional collaboration.