Executive Escalation Lead

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.

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) 

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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. 

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. 

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!

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