Incident Operations Manager

About the role

This role focuses on building and systematizing how Aviasales handles customer incidents, from initial detection and escalation through to post-incident analysis and preventative actions. The manager will develop a unified process for incident management, aiming to bring structure to complex situations and ensure effective resolution. A key part of the job involves establishing scalable internal processes and increasing the autonomy of the support team.

The Incident Operations Manager will coordinate multiple teams, including support, product, legal, and analytics, during incidents. This involves developing specific processes for managing complex customer cases, complaints, and escalations. The goal is to ensure smooth collaboration and communication across departments to resolve issues efficiently and improve the overall customer experience.

Success in this position means implementing metrics and analytics to track incident performance, SLA adherence, and business impact. The manager will build transparent incident tracking systems using tools like Jira and provide regular feedback to product teams to prioritize problem areas. This data-driven approach will contribute to long-term product and customer experience improvements, as well as refining compensation workflows and service recovery practices.

The annual salary for this role ranges from $51,750 to $86,250, paid in USD.

Skills that matter here

• incident management: This role is centered on developing and overseeing the entire incident lifecycle, from detection to resolution and prevention.
• operations: The manager will build and refine operational processes to handle customer incidents efficiently and effectively.
• customer support process management: A core responsibility is to systematize how customer issues are addressed, including complaints and escalations.
• cross-functional collaboration: The role requires coordinating multiple internal teams to resolve incidents and improve processes.
• Jira: This tool will be used to build transparent incident tracking and process visibility.
• data-driven decisions: The manager will implement metrics, build dashboards, and use analytics to assess and improve incident management.

Who this role suits

• You are someone who thrives on bringing order to complex or chaotic processes.
• You excel at coordinating diverse teams and aligning stakeholders across different organizational levels.
• You have a strong analytical mindset, comfortable working with data to drive decisions and improvements.
• You are independent and can maintain focus and organization 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.