Senior Service Recovery Specialist

What You Will Do:

• Independently manage high-profile casework with escalation factors, including severe safety, executive, and media cases.
• Own cases with high guest booking value ($12K–$50K) and balance reputation risk with policy enforcement.
• Serve as first-line support for complex cases, coordinating with specialized teams.

How You Will Lead:

• Act as a bar raiser for service recovery, mentoring L6 specialists and fostering a high-performance culture.
• Proactively identify workflow inefficiencies and contribute to process and policy improvements.
• Influence a high-performance culture by setting an example in problem-solving, decision-making, and execution.

What You Will Bring:

• 1-year minimum tenure in L6 Service Recovery role with proven mastery of competencies.
• 4+ years experience in high-touch customer service, risk, or service recovery roles preferred.
• Strong analytical mindset with experience in reporting, data analysis, and case documentation.