Incident Operations Manager

About the role

In this role, you will be part of the Support team, focusing on developing a structured incident management process. Your responsibilities will include coordinating efforts across multiple teams and implementing metrics to enhance efficiency and performance.

Success in this position involves building a unified approach to incident management, improving cross-functional collaboration, and ensuring a transparent tracking system. You will play a key role in transforming incidents into opportunities for product and customer experience enhancements.

The salary range for this position is between $51,750 and $86,250, reflecting the responsibilities and requirements of the role.

Who this role suits

• A background in incident management or operations is essential.
• You are someone who thrives in chaotic environments and can bring structure to processes.
• Strong analytical skills and the ability to work with data are important.
• You should be comfortable working independently and managing teams in high-pressure situations.

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.