Supervisor, Service Recovery (Tokyo, Singapore, Seoul)

📋 Description

• Own and manage end-to-end people strategy: onboarding, capability building, feedback, and performance.
• Lead during high-pressure moments when Ops Manager is unavailable, ensuring continuity.
• Build a culture of accountability, clarity of expectations, and operational discipline across the team.
• Drive high-velocity prioritization, helping the team manage multiple urgent escalations with quality.
• Create and own monitoring metrics to ensure best-in-class service.
• Oversee handling of complex, time-critical escalations with brand, legal, financial, or trust risk.

🎯 Requirements

• 4–6+ years leading teams in high-pressure escalation, crisis or risk environments.
• Proven incident management experience in a fast-paced environment.
• Proven ability to manage multiple urgent, complex cases simultaneously.
• Strong performance management skills; experience developing senior escalation or risk specialists.
• Exceptional written and verbal communication; executive-ready narratives under time pressure.
• Proven ability to influence and align senior stakeholders with differing priorities.