Incident Operations Manager

About the role

This role focuses on building and systematizing customer incident management for Aviasales, an online travel agency. The Incident Operations Manager will be responsible for developing a unified process from incident detection and escalation through post-mortems and preventative actions. This involves structuring team workflows to increase autonomy and establishing scalable internal processes to manage incidents effectively.

A key aspect of this position is coordinating various internal teams, including support, product, legal, and analytics, during incidents. The manager will also develop specific processes for handling complex customer cases, complaints, and escalations. Success in this role means implementing metrics to track incidents, SLA performance, and business impact, ensuring transparency through tools like Jira, and providing feedback to product teams to prioritize problem areas.

The ideal candidate will have a strong understanding of customer experience and incident handling, with an analytical mindset to work with data and build dashboards for data-driven decisions. This person will also contribute to compensation workflows, customer communication, and service recovery practices, ultimately enhancing the overall customer experience by turning incidents into long-term product improvements.

The listed salary range for this position is $51,750 to $86,250 USD per year.

Skills that matter here

• incident management: This role requires building and developing a unified incident management process from detection to prevention.
• process management: The manager will structure team work, establish scalable internal processes, and develop processes for complex customer cases.
• cross-functional collaboration: This position involves coordinating support, product, legal, and analytics teams during incidents.
• customer experience: A strong understanding of customer experience and handling incidents/escalations is essential for this role.
• Jira: The role requires confident use of Jira or similar tools for transparent incident tracking and process visibility.
• data-driven decisions: The manager will implement metrics, build dashboards, and use data to make informed decisions about incidents and process efficiency.

Who this role suits

• Someone who excels at bringing order to unstructured situations and can establish clear, effective processes.
• An individual adept at fostering cooperation among diverse internal teams to resolve complex issues.
• A person with a strong analytical ability who can interpret data to improve operational efficiency and customer satisfaction.
• A self-reliant professional who can maintain focus and effectiveness under pressure.

From the employer

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;
• 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.

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.