Manager, Continuous Improvement Escalations

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

We are looking for an experienced Manager, Continuous Improvement Escalation, to join our team. The Manager will be responsible for managing and resolving complex customer issues and service disruptions that have been escalated beyond the usual support teams. The role involves acting as the point of contact for high-priority escalations, ensuring that customer concerns are addressed swiftly, and providing solutions to prevent similar issues in the future.  This includes reviewing all escalations within each division with the Sales EVP and the CSE VP on a bi-weekly basis and going over next steps. The ideal candidate should possess strong problem-solving skills, excellent communication abilities, and a deep understanding of customer service and operational processes. 

The ideal candidate must be a professional, collaborative team player who is comfortable working with people at all levels of the organization and able to follow complex business processes. Applicants should possess exceptional analytical, communication, follow-up and customer service skills. 

• Manage Escalations: Act as the primary point of contact for escalated customer complaints or service issues that cannot be resolved by frontline support. 
• Issue Resolution: Work closely with the team driving the investigation and resolution of high-priority issues, collaborating with cross-functional teams (e.g., support, engineering, operations) to ensure timely resolution. 
• Customer Communication: Communicate effectively with customers, providing clear updates and setting expectations throughout the escalation process. 
• Root Cause Analysis: Understanding effectiveness of root cause analyses of recurring issues, identify underlying causes, and work with relevant teams to develop preventive measures and process improvements. 
• Process Improvement: Continuously review and refine escalation processes to increase efficiency and enhance customer satisfaction. 
• Reporting and Documentation: Track and document all escalations and resolutions, ensuring detailed and accurate records are maintained for future reference and reporting. 
• Cross-Functional Collaboration: Work closely with various departments such as product, engineering, and customer support to facilitate the quick resolution of issues. 
• Customer Advocacy: Advocate for customers within the organization, ensuring their concerns are understood and addressed appropriately. 
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalations, customer satisfaction, and resolution times. 
• Training and Support: Assist in training and mentoring junior support staff to handle complex customer issues effectively. 

• Education: Bachelor’s degree in Business Administration, Customer Service, Management, or a related field. Relevant certifications are a plus. 
• Experience: 4 to 8 years of experience in a customer service or support management role, with at least 2 years focused on managing escalations. 

• Skills: 
• Strong problem-solving and analytical skills. 
• Ability to remain calm and composed under pressure. 
• Excellent verbal and written communication skills. 
• Proficiency in CRM software and issue-tracking tools. 
• Strong organizational skills with the ability to prioritize and manage multiple cases simultaneously. 
• Knowledge of service level agreements (SLAs) and key performance indicators (KPIs) for customer support. 

• Soft Skills: 
• Strong interpersonal skills, with the ability to work effectively with internal teams and customers. 
• Empathetic and customer-focused mindset. 
• Conflict resolution and negotiation skills. 
• Ability to work independently and take ownership of complex issues. 

• Experience in an escalation management role within a technical or serviceenvironment. 
• Familiarity with data analysis to track escalation trends and performance metrics. 
• Knowledge of industry-specific customer service best practices and standards. 

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details. 

The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.