This pivotal role is responsible for protecting the consumer experience by building strategies that minimize both task-based and executive-level escalations globally
Job Summary
This pivotal role is responsible for protecting the consumer experience by building strategies that minimize both task-based and executive-level escalations globally.
The manager will ensure BPO teams consistently adhere to standards regarding warranty evaluation, goodwill gestures, documentation accuracy, and case resolution.
Success in this position requires transforming the escalations process into a predictable workflow with clear SLAs while partnering with IT to optimize systems.
Matching Summary
This pivotal role is responsible for protecting the consumer experience by building strategies that minimize both task-based and executive-level escalations globally.
Skills & Requirements
Must-have
Global escalation strategy development
BPO compliance monitoring and enforcement
Root cause analysis of escalations
Executive escalation reduction frameworks
Cross-functional partnership with QA and L&D
Nice-to-have
Hear It Feel It Fix It mindset
Data-driven decision making skills
Strong empathy for consumer experience
Experience with IT system optimization
Ability to create executive narratives
Key Requirements
Experience managing global support networks
Background in operational compliance and risk management
Proven track record in reducing escalation volumes