Incident Operations Manager
8.0/10
Aviasales
$51,750 – $86,250 USD
Remote
mid
about 4 hours ago
supporttech
AI Summary
The vacancy is well-structured with clear responsibilities and compensation, but lacks some details on tech stack and company context.
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Description
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.
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.
Requirements
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.
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