Associate- Escalations Management (Gurugram, HO) at Air India

Position Title:

Associate-Escalations Management

Reports To:

Senior Manager-Priority Help Desk

Role Level:

CXO-3

• Associate – Escalations Management plays a pivotal role in driving resolution excellence for priority passengers and escalations raised by top leadership. This position is responsible for managing the end-to-end grievance redressal process, ensuring timely and empathetic responses that reflect the brand’s commitment to customer care.

• Stakeholder Coordination: Collaborates across departments—such as Customer Service, Operations, and Legal—to drive swift and effective resolution of customer grievances, ensuring seamless communication and alignment.

• Leadership Escalation Handling: Manages high-priority escalations raised by top leadership with urgency and discretion, ensuring resolution meets expectations while upholding organizational integrity.

• Timely & High-Quality Resolution: Owns the end-to-end resolution process, proactively tracking case progress, removing roadblocks, and ensuring outcomes that reflect the highest standards of customer satisfaction.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Internal Interfaces

Cross Function teams 

Collaborate with cross functional managers to facilitate quick resolution for high profile and escalated customer issues

Minimum Education requirements

Bachelors/BBA/BMS degree preferably specialization in communications

Experience

Minimum

Desired

• 2-4 years of experience in contact center/priority helpdesk management

• 2+ years of experience in similar role