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Senior Leader of Escalation Management
2 weeks ago
The role of Senior Manager, Escalations, is critical in ensuring customer satisfaction and maintaining strong client relationships by efficiently and effectively resolving critical issues. This position involves leading a team of experienced escalation specialists to accomplish team objectives.
Responsibilities and Expectations
- Lead a team of professionals to accomplish strategic objectives and drive results.
- Engage with team members to develop professional goals and provide career mentoring.
- Establish collaborative relationships with leaders across various organizations.
- Engage with customers and account teams to resolve problems quickly and thoroughly.
- Develop innovative projects to enhance the team's value externally and internally.
- Drive team initiatives that support quality, consistency, and growth.
- Incorporate AI and automation to facilitate workforce scalability.
- Ensure the team manages escalations with effective mitigation, communication, and empathy.
- Update stakeholders and senior leadership on escalations, issue trends, proactive risk identification, and other topics related to their businesses.
- Manage individual performance to ensure all team members are maximizing value and contribution.
- Develop and implement best practices for escalation management, aiming for continuous improvement in resolution times and customer satisfaction.
- Analyze escalation trends to identify root causes and work cross-functionally to implement preventative measures.
- Act as a point of escalation for complex or high-priority customer issues, providing guidance and support to the team.
- Foster a culture of accountability, continuous learning, and customer-centricity within the team.
- Prepare and present regular reports on escalation metrics, performance, and strategic initiatives to leadership.
Qualifications and Skills
- Leadership experience, specifically managing customer-facing or support teams.
- Ongoing professional development and staying up-to-date with industry best practices.
- Knowledge of AI and a strong desire to explore and implement automation solutions.
- Talent development and a proven track record of mentoring and coaching team members.
- Flexibility to accommodate dynamic customer escalations and urgent requests.
- Exceptional written and verbal communication skills.
- Ability to operate in a fast-paced environment while maintaining a customer-focused approach.
- Proven ability to build relationships and influence stakeholders at all levels.
- Demonstrated problem-solving skills with a methodical and analytical approach.
Benefits and Opportunities
This role offers opportunities for professional growth, innovation, and making a meaningful impact in customer satisfaction. The successful candidate will be part of a dynamic team, driving excellence in escalation management.
About the Role
This is an exciting opportunity for a skilled leader to join our team and contribute to our mission of delivering exceptional customer experiences. If you have a passion for leadership, innovation, and customer-centricity, we encourage you to apply.
