Escalation Manager

Job Summary

A company is looking for an Escalation Manager to ensure customer satisfaction through effective issue resolution and communication.

Key Responsibilities

• Identify and analyze issues to initiate the escalation process based on specified criteria
• Manage internal resources and develop plans to ensure project milestones are met
• Implement communication strategies to review root causes and set accurate delivery expectations

Required Qualifications

• Bachelor's degree and a minimum of five (5) years of experience
• Working knowledge of products and service delivery workflows
• Proven track record in escalation management with defined operational procedures
• Experience in project management and performance management
• Ability to manage competing priorities and collaborate cross-functionally