Managing Director of Customer Experience, Escalation and Recovery
About the Company
Popular airline & travel facilitator
Industry
Airlines/Aviation
Type
Public Company
Founded
1930
Employees
10,001+
Categories
Specialties
Business Classifications
About the Role
The Company is seeking a Managing Director of Customer Experience, Escalation, and Recovery to lead a team dedicated to handling high-profile customer complaints and ensuring a top-tier service recovery process. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, protect the brand, and foster customer loyalty. This critical role demands a professional with a deep understanding of customer issue identification, process improvement, and a comprehensive approach to resolution, including claims adjudication, and handling escalations with relevant stakeholders. Applicants for the Managing Director position should have a minimum of 5-10 years' of experience in claims adjudication and investigations, particularly in high-stakes matters. The ideal candidate will have a background in a compliance department, in-house legal department, or a law firm with experience in litigation, labor/employment, compliance, crisis management, or similar practices. A unique combination of claims adjudication experience and cross-functional collaboration skills is essential to safeguard the company and create policies that ensure its success. The role requires exceptional writing and communication skills, both internal and external, as well as a strong desire for continuous learning, innovation, and a proactive approach to customer experience management.
Travel Percent
Less than 10%
Functions
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