Incident Operations Manager

Support

Remote

Within 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;