Client Assurance Resolution Leader

Job Summary

A company is looking for a Client Assurance Resolution Leader.

Key Responsibilities

• Lead critical client escalations from initiation through closure, ensuring effective resolution
• Drive root cause analysis and corrective actions for major client incidents while embedding quality management practices
• Act as a trusted client advocate, ensuring transparent communication and accountability throughout the resolution process

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Business, or related field (Master's preferred)
• 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles
• Proven success managing complex client escalations and driving process improvement initiatives
• Expertise in RCA, CAPA, ITIL, and continual improvement methodologies
• Strong understanding of technology and service delivery ecosystems