Incident Operations Manager
SupportWithin our Support team, we are opening a new Incident Operations Manager position to help build and systematize customer incident management in a complex OTA operating environment. This role is for someone who knows how to bring structure to chaotic processes, build effective cross-functional collaboration, and turn incidents into long-term product and customer experience improvements.
This position sits at the intersection of operations, customer experience, and process management. It requires not only the ability to respond quickly to problems, but also to design sustainable processes, define meaningful metrics, and create a clear operating framework for both the team and the business.
What you'll be doing:
- build and develop a unified incident management process, from detection and escalation to postmortems and preventive actions;
- structure the team’s work, increase its autonomy, and help establish scalable internal processes;
- coordinate support, product, legal, analytics, and other teams during incidents;
- develop processes for handling complex customer cases, complaints, and escalations;
- implement metrics and analytics for incidents, SLA performance, business impact, and process efficiency;
- build transparent incident tracking and process visibility in Jira and other tools;
- provide regular feedback to product teams and help prioritize problem areas;
- contribute to compensation workflows, customer communication processes, and service recovery practices.
What we expect from you:
- 2+ years of experience in incident management, operations, or customer support process management;
- experience building processes and driving cross-functional collaboration in a complex operational environment;
- proven team management experience;
- strong understanding of customer experience and customer incident / escalation handling;
- analytical mindset: ability to work with data, build dashboards, and make data-driven decisions;
- ability to translate between “technical” and “customer” language and align stakeholders across different levels;
- confident working with Jira or similar tools;
- strong organizational skills, independence, and the ability to stay focused in high-pressure situations.
Nice to have
- experience working with claims, complaints, or legal-related operational processes, and understanding of compensation economics;
- experience in OTA, travel, fintech, or similar industries.
How we work:
- work from anywhere in the world: no location restrictions, salary paid in USD, travel-loving culture;
- no bureaucracy: efficient processes, horizontal and open communication, quick idea discussion and decision-making;
- benefits compensation: private medical insurance, psychotherapy or language courses, sports activities, and sick leave.