Role SummaryThe Vice President of Escalations plays a pivotal role in cultivating confidence, stability, and predictability in addressing high-impact issues affecting customers, partners, and internal operations. As the senior authority in escalation management, this position ensures the swift and professional resolution of complex service, delivery, billing, and carrier-related escalations, fostering cross-departmental alignment. The focus is on enhancing resolution speed, ensuring clear communication, and implementing systematic corrections to prevent future escalations.Primary ResponsibilitiesEscalation Leadership and Resolution ControlAssume ownership of escalated issues from customers and partners that necessitate senior-level intervention.Facilitate quick and methodical resolutions for delivery, service-impacting, billing, and carrier-related escalations.Establish clear expectations, decision rights, and accountability across all teams involved in escalation responses.Directly engage with enterprise customers, partners, and carriers when senior involvement is crucial.Operational Discipline and Root Cause ManagementDiagnose operational and commercial failures that lead to escalations and drive effective corrective actions.Ensure each escalation yields actionable insights that enhance processes, systems, and training standards.Work closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.Communication and Stakeholder ManagementAct as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team.Provide concise and accurate communication that aligns with senior-level expectations throughout each escalation.Implement communication standards that reduce the need for customers, partners, or internal teams to seek repeated updates.Build trust with senior stakeholders through clarity, consistency, and disciplined follow-through.Performance and Accountability ManagementMonitor KPIs focusing on resolution time, communication quality, customer impact, and recurrence reduction.Deliver regular reports to the COO and CEO with clear insights and forward-looking action plans.Ensure the escalation function operates with enterprise-grade discipline and consistency.Workflow and Systems LeadershipOversee escalation intake and tracking systems, including the Power App escalation system.Ensure workflows adhere to standardized severity levels, SLAs, and routing logic.Transition to a system-driven escalation management approach to minimize manual tracking and operational noise.Cross Functional AlignmentBreak down departmental barriers that may hinder efficient issue resolution.
Feb 20, 2026