Senior Manager, Account Service

Key Deliverables

• Lead and develop a high-performing team managing service incidents and escalations
• Ensure consistent and timely issue resolution across all MSSC shift teams
• Define and enforce best practice processes for client service delivery
• Monitor performance and ticket quality through reporting tools and dashboards

Role Responsibilities

• Act as escalation point for client issues and ensure resolution ownership
• Coach technical staff and promote skill development
• Oversee daily operational metrics, including ticket and call quality
• Communicate critical issues and performance updates to leadership