Manager - Escalations

Key Responsibilities

1. Escalation Handling & Service Recovery

- Lead the end-to-end management of critical customer escalations received via email, social media, contact centers, airport teams, DGCA/Consumer forums, and other channels.

- Prioritize cases based on severity, customer impact, compliance requirements, and safety implications.

- Implement effective service recovery measures and communicate empathetically and professionally with customers.

2. Cross-Functional Coordination

- Collaborate with Operations, Airport Services, Inflight Services, Engineering, Baggage Services, Network Planning, and Revenue teams for root-cause investigations.

- Coordinate with Legal & Compliance teams on DGCA-related grievances and regulatory cases.

- Work closely with the airline's social media and customer support teams to ensure consistent communication.

3. Root Cause Analysis & Continuous Improvement

- Conduct systematic root-cause analysis (RCA) for major incidents, delays, cancellations, baggage escalations, and service failures.

- Identify recurring issues and recommend process enhancements to reduce escalations.

- Present monthly metrics, trends, and improvement plans to leadership.

4. Quality Assurance & Performance Metrics

- Develop and track KPIs such as escalation turnaround time (TAT), first-contact resolution, recurrence reduction, and customer satisfaction (CSAT/NPS).

- Ensure adherence to internal and regulatory standards (DGCA CAR norms, service-level mandates, etc.).

- Audit responses for quality, tone, accuracy, and compliance.

5. Stakeholder & Crisis Management

- Act as the escalation point during major flight delays, disruptions, and crisis situations.

- Support the airline's Crisis Communication Team during irregular operations (IROPs).

- Ensure transparent and timely communication with passengers and stakeholders.

6. Team Leadership (if applicable)

- Supervise and mentor the Escalation Desk / Customer Relations team.

- Provide training on escalation handling, communication etiquette, and aviation regulatory guidelines.