Grievance Cell Head
Location: Remote | Experience: 8–12+ years | Reports to: COO

About the Role
We're looking for a senior Trust & Safety / Escalations leader to build and run our Grievance Cell — leading, training, and managing a team of 30 responsible for closing out candidate queries and disputes following the overall assessment result. This team explains outcomes firmly and professionally, at volume, in line with defined policy. Success in this role is measured on consistent, correct policy enforcement — not on keeping every candidate happy.

What you'll own
Hiring, training, and managing a 30-person team handling high-volume post-result candidate communication and dispute resolution
Building scripts and standard responses for consistently explaining policy-bound outcomes across different result categories
Ensuring every case reaches professional, policy-correct closure, even when the outcome isn't what the candidate wanted
Personally handling escalated or difficult cases requiring additional seniority or judgment
Monitoring case quality and volume,



identifying recurring confusion points, and feeding insights back upstream to improve candidate communication earlier in the process
Maintaining an independent escalation line directly to the COO for any pattern involving other functions
Reporting case volume, resolution time, and recurring issue patterns to the COO

What we're looking for — hard requirement
8–12+ years in a function measured on consistent policy enforcement rather than satisfaction or retention scores — e.g., dispute resolution, claims denial, chargeback disputes, adverse-action/background-check rejection, insurance claim denial, or refund-ineligibility, at a high-volume organization
Proven experience managing a large team (20–30+) delivering firm, non-negotiable, policy-bound outcomes at volume
Demonstrated ability to hold consistently to policy under sustained pushback, across repeated conversations, without conceding case by case
Solid script a

📌 Grievance Cell Head (India)
🏢 RP STRATIVA GLOBALS
📍 India