Escalations & Risk Mitigation Manager

At Blueground , we're on a mission to make everyone feel at homewherever life takes them. Whether our guests are traveling for a month or moving across the world, we give them the peace of mind, flexibility, and confidence to embrace life's next chapter.

Since 2013, we've grown into a global leader in fully furnished rental homes backed by over $300M in funding, we're currently operating in 46 cities with more than 50,000 homesand we're not stopping there. Our ambitious goal? 100,000 homes in 100 cities by 2026.

Our journey is powered by a dynamic, diverse team of 600+ colleagues across 17 countries. Together, we've built a culture rooted in collaboration, inclusiveness, and boundless opportunity. At Blueground, you'll find a place to grow, make an impact, and shape the future of a world leading organization.

We're guided by five principles that reflect how we work and win together:

• Putting Guests First Everything starts with delivering an unforgettable guest experience.
• Speed We move fast, stay agile, and keep pushing boundaries.
• Keeping it Honest We lead with transparency and build trust through open dialogue.
• Embracing Change We welcome new challenges with optimism and adaptability.
• Diving In We take ownership, act with purpose, and deliver meaningful results.

We're looking for a seasoned, strategic, and highly resilient Special Operations & Evictions Manager to join our global operations team. Based in the U.S., you'll be the go-to leader for managing complex guest, landlord, and legal escalations across all markets where we operate.

This critical role combines crisis management, legal strategy, and customer relationship oversight. You'll design and execute risk mitigation frameworks, reduce financial exposure, manage non-payment and squatter cases, and help maintain trust with key stakeholders.

• Lead Escalation Management
  Act as the escalation lead for high-impact guest and landlord issuesworking swiftly to resolve sensitive situations while preserving long-term relationships.
• Combat Non-Payment & Squatters
  Identify root causes and implement fair strategies to reduce non-payment and unauthorized occupancy. Partner with Finance and Operations to recover funds and protect property rights.
• Drive Policy and Process Design
  Build and refine scalable policies that address recurring escalation scenarios. Ensure consistent policy execution globally, tailored to market-specific realities.
• Manage Legal Casework
  Oversee guest and landlord-related legal cases, including evictions, disputes, and settlements. Select and manage local legal partners in each city, designing custom incentive structures to drive efficiency.
• Enable Cross-Functional Collaboration
  Align efforts across Customer Experience, Legal, Operations, and Finance to ensure unified approaches to complex risk and resolution efforts.

Requirements

• 8+ years of experience in guest relations, customer escalation management, property or legal dispute resolution, or operations riskpreferably in real estate, hospitality, or a tech-enabled service business

• Deep familiarity with tenancy laws, eviction processes, and dispute resolution frameworks in the U.S.; global exposure is a strong plus
• Proven ability to design and implement risk policies, escalation protocols, and crisis resolution strategies
• Exceptional negotiation and conflict resolution skills, with the ability to remain firm yet empathetic in challenging scenarios
• A professional and composed demeanor under pressure, with the ability to make high-stakes decisions confidently
• Strong interpersonal and communication skills, particularly when dealing with legal partners, landlords, and senior stakeholders
• Bachelor's degree required; legal, real estate, hospitality, or operations management background preferred

Benefits

Your benefits:

• Competitive compensation & annual bonus ($120,000 - $140,000 - up to 15% Annual Bonus)
• Laptop stipend
• Flexible PTO
• Cigna Health Insurance (Medical, Dental, Vision)
• 401k retirement plan
• Paid maternity/parental leave benefits for new parents

Ideal location: New York or Dubai or Athens and/or flexible to travel to different locations