Manager of Strategic Resolutions

Job Summary

Leading a team of technical experts, the full-time Manager of Strategic Resolutions will proactively manage complex customer challenges, drive incident resolution, and enhance operational excellence in a remote setting.

Key responsibilities

• Design and execute quality-review frameworks to mitigate risks and ensure effective customer response
• Lead high-stakes incident management and serve as the senior escalation point for sensitive cases
• Collaborate with cross-functional teams to investigate root causes of failures and implement long-term solutions

Required qualifications

• Minimum of 3+ years of experience managing teams in a high-volume operational environment
• Proven track record in quality assurance, compliance auditing, or predictive risk mitigation
• Experience in high-pressure conflict resolution and de-escalation
• Strong project management skills with the ability to coordinate cross-functional resources
• High technical and analytical aptitude to diagnose systemic operational issues