Strategic Escalation Leader

Role SummaryThis role requires a high-impact individual to provide top-level support for critical customer issues that could jeopardize our business relationships and sales opportunities with key clients.Key ResponsibilitiesIssue OwnershipTake ownership of driving progress and resolution for customers' critical issues, ensuring clear intake, scope, priority, exit criteria, and end-to-end process for streamlined escalation resolution.Maintain and improve procedures for customer and field personnel for escalation handling, promoting global consistency across the portfolio and with customers.Expedite ResolutionEngage and lead cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations, fostering collaboration and effective task assignment to meet key objectives.Establish clear accountability among relevant owners for driving service-level objectives (SLO) and intermediate milestones, interlocking with executive sponsors to resolve roadblocks timely.Communication and ReportingEffectively communicate critical issue status to executive staff, sales, support, product teams, and other invested parties, leveraging dashboards and data insights to deliver desired outcomes and track progress.Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.Risk ManagementMake informed decisions on elevating urgency and apply relevant focus to solve for situations with right governance, guardrails, and reviews in place.Exercise a customer-first attitude, demonstrating strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.Retrospective and Preventive MeasuresConduct retrospectives and post-mortem analyses to help improve processes, identifying systemic and pervasive issues related to products and/or processes, and drive actions to prevent future problems.Recognize and report on problem areas, providing insight into the magnitude of issues through case numbers or customer impact.Apply systematic approaches to predict risks using data and AI models, co-creating and piloting proactive programs to reduce customer and field escalations.