About the job
Primary Responsibilities
Escalation Leadership and Resolution Control
Assume 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 Management
Diagnose 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 Management
Act 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 Management
Monitor 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 Leadership
Oversee 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 Alignment
Break down departmental barriers that may hinder efficient issue resolution.

