Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.

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

Transportation Airlines Aerospace & Defense Customer Service Engineering Co-op Finance and Accounting Flight Attendant Information Technology It Adept Jobs at the Airport MBA Leadership Development Program Pilots Sales & Marketing Technical Operations & Maintenance Undergraduate & Advanced Degrees Fort Worth Automotive Travel Air Couriers Airfares Airline Tickets American Airlines Book Flights Online Cheap Deal Discount Fares Airport Services Ground Transportation Travel & Leisure Corporate & Business Appointment Booking Travel & Tourism Cargo Delivery Customer Care Insurance

Specialties

travel cargo aviation aerospace airline technology and flight

Business Classifications

B2C

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

Legal Business Development Strategy