Senior Manager/Manager - Escalation Management

Key Deliverables

• Develop and execute strategies to reduce social media and management escalations with a focus on proactive solutions
• Define, monitor, and ensure compliance with escalation SLAs aligned to business goals and customer expectations
• Use data analytics to identify escalation trends and drive continuous process improvements and efficiency
• Lead cross-functional collaboration to implement strategic solutions reducing escalations and improving customer satisfaction

Role Responsibilities

• Champion a customer-first mindset, promoting best practices in handling sensitive and complex escalations
• Establish KPIs for escalations and regularly report performance progress to senior leadership
• Design and deliver training programs to upskill the Escalation Management Team for evolving customer needs
• Act as the escalation point of contact for senior leadership, owning high-profile escalations with accountability and transparency