О компании
Aviasales — крупнейший поисковик и агрегатор дешевых авиабилетов. Сервис сравнивает предложения от сотен авиакомпаний и агентств.
Обязанности
- 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.
Требования
- 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.