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Service Escalation Resolution Lead
2 weeks ago
Job Summary
- Drive progress and resolution of escalated issues with cross-functional teams.
This is a high-visibility position that requires coordination with multiple stakeholders to resolve complex challenges. As an Escalation Manager, you will lead virtual teams in developing action plans to address escalations, ensure clear expectations, and communicate status to internal and external stakeholders.
The ideal candidate will assess business impact, determine severity and priority, and possess strong analytical skills to methodically break down problems. You will work in a multi-faceted environment with minimal supervision, embracing change and striving for improvement.
You will be responsible for driving visibility into partner escalation metrics through case audits and dashboards, recommending technical and/or business process changes to drive improvements. Your ability to effectively collaborate with cross-functional teams, communicate complex information, and demonstrate strong problem-solving skills is essential.
Responsibilities- Ownership for driving progress and resolution of escalated issues.
- Lead cross-functional and geographically dispersed virtual teams in the development and execution of action plans to address escalations.
- Ensure cross-functional teams are working from clear action plans and delivering within established expectations.
- Effectively communicate the status and progress of escalated issues in a timely manner and with appropriate levels of urgency to both internal and external stakeholders.
- Drive visibility into partner escalation metrics through case audits and dashboards to proactively monitor trends and utilize said data to recommend technical and/or business process changes that drive improvements.
- Accurately assess and comprehend business impact to determine the appropriate severity and priority of escalated issues.
- Bachelor's degree or equivalent work experience
- 5-8+ working experience in SaaS, IT or service operations, with 3+ years handling escalations
- Strong problem-solving and decision-making skills
- Excellent communication and conflict resolution abilities
- Medical and dental insurance
- Generous PTO and observed holidays
- 2 Paid Volunteer Days per year
- Employee Stock Purchase Program
- Pension with company-contribution
- Weekly lunch allowance, Monthly grab & go onsite pantry allowance
- Monthly internet allowance
- De Minimis - monthly allowance
