Supervisor, Service Recovery (Dublin)

📋 Description

• Lead and develop the Service Recovery team, including onboarding.
• Serve as primary leader during high-pressure escalations when the Ops Manager is unavailable.
• Build accountability and operational discipline across the team.
• Drive prioritization to manage multiple urgent escalations with quality.
• Create monitoring metrics to ensure best-in-class service.
• Oversee complex, sensitive escalations with risk and brand impact.

🎯 Requirements

• 4–6+ years leading teams in high‑pressure escalation, crisis, or risk.
• Incident management experience in a fast-paced environment.
• Ability to manage multiple urgent, complex cases without sacrificing quality.
• Strong performance management and coaching for senior escalation/risk staff.
• Exceptional written and verbal communication for executive audiences.
• Proven ability to influence and align senior stakeholders.
• High analytical capability and comfort making decisions in ambiguity.

🎁 Benefits

• Employee Travel Credits.
• Opportunity to influence the AirCover escalation strategy across functions.
• Cross-functional collaboration with Legal, Fraud and Safety Ops, Policy, Product, and Market Ops.
• Career growth and leadership development opportunities.