Responsibilities
- Oversee a set of critical, ongoing customer escalations and guide them to timely resolution
- Identify key customer contacts, manage expectations, and ensure transparent, ongoing communication
- Partner with technical and field teams to allocate necessary resources and advance issue resolution
- Coordinate and facilitate internal and client-facing meetings to maintain alignment across departments
- Establish and maintain routine updates, including executive-level summaries for leadership review
- Monitor delivery timelines and proactively flag risks or changes to commitments
- Drive incident resolution with a focus on identifying root causes, preventing recurrence, and sharing knowledge
- Monitor escalation patterns and use data to support improvements in processes and response strategies
- Lead cross-team efforts and mid-sized projects aimed at enhancing escalation handling and customer results
- Detect repeated operational weaknesses and lead efforts from problem definition to implementation and measurement
- Provide direction in challenging or uncertain situations by building consensus and advancing progress without formal authority
Work Arrangement
Remote (east coast, one of our offices)
Team
global
Other
- This role is available to candidates located on the east coast, whether near an office or working remotely
- Frequent interaction with executive stakeholders is expected
- Familiarity with regulated or security-sensitive industries is beneficial
- Ability to perform effectively under pressure and in uncertain conditions is required
- Demonstrated skill in negotiation and addressing objections is essential
- Produce clear, concise reports for escalation tracking and post-incident analysis
