Responsibilities
- Assume direct responsibility for critical customer and partner issues that require executive-level intervention.
- Lead swift and structured resolution of incidents affecting service delivery, billing, or carrier operations.
- Define clear decision-making authority and accountability across departments during escalation events.
- Interact directly with enterprise clients, partners, and carrier representatives when senior engagement is necessary.
- Analyze root causes of escalations, identifying gaps in operations or commercial processes.
- Ensure every escalated case results in tangible improvements to procedures, systems, or training protocols.
- Partner with teams across service delivery, network operations, billing, engineering, sales, and assurance to prevent repeat incidents.
- Act as the primary senior point of contact for escalation matters with internal executives, channel managers, and external stakeholders.
- Communicate clearly and professionally, aligning messaging with executive expectations during high-pressure situations.
- Implement standardized communication practices to reduce redundant status requests from customers and internal groups.
- Foster trust with leadership and clients through reliable, transparent, and consistent follow-up.
- Monitor key performance metrics including time to resolve, communication effectiveness, customer impact, and recurrence rates.
- Deliver periodic updates to top executives with actionable insights and strategic recommendations.
- Ensure the escalation management function meets enterprise-level standards for rigor and reliability.
- Manage and optimize escalation intake and tracking systems, including Power App-based platforms.
- Enforce consistent workflows based on defined severity levels, service level agreements, and routing rules.
- Promote automation in escalation tracking to minimize manual processes and reduce operational inefficiencies.
- Break down organizational silos that hinder fast and effective problem resolution.
- Coordinate cross-functional teams during active escalations with shared situational awareness and unified priorities.
- Lead post-escalation reviews to reinforce accountability, speed, and structured response protocols.
Work Arrangement
Remote (Worldwide)
