Quality Customer Recovery Leader

Job Summary

To elevate customer trust during significant issues, the full-time remote Quality Customer Recovery & Communication Excellence Leader will develop recovery playbooks, escalation protocols, and communication standards while ensuring disciplined follow-through and transparency in customer interactions.

Key Responsibilities

• Develop enterprise-wide customer recovery playbooks categorized by severity and situation type
• Define robust escalation pathways and rapid response protocols for high-stakes events
• Establish standards for timely, transparent, and fact-based customer communications

Required Qualifications

• Bachelor's degree from an accredited university or college
• Minimum of 8 years of professional experience in lean and quality roles
• Professional background in customer quality, operations, or large-scale program leadership
• Demonstrated success managing complex customer situations or escalations
• Exceptional ability to communicate complex technical facts clearly to customers