Resolutions Manager
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Job Summary
Leading a high-performing team remotely, the full-time Resolutions Manager will oversee the management of customer escalations and complaints, ensuring effective resolution processes and compliance with organizational standards.
Key Responsibilities
- Manage the development of solution plans for escalated customer complaints from advocacy groups and regulatory bodies
- Mentor and motivate a team of Resolutions Representatives, providing coaching and training for high performance
- Identify and analyze complaint patterns and escalate systemic risks to Legal and executive leadership
Required Qualifications
- Minimum 5 years of experience in resolutions management
- Experience in call center operations or conflict resolution
- Proven ability to lead a team and provide effective coaching
- Strong analytical and critical thinking skills
- Demonstrated experience in owning or leading a function, program, or process area
Complete Job Description
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