Senior Manager/Manager - Escalation Management

Key Deliverables

• Develop and execute strategies to reduce escalations and improve CX across social and direct channels
• Define, monitor, and manage escalation SLAs and performance KPIs
• Lead data-driven initiatives to improve workflows and resolve customer pain points
• Build training programs to enhance team capability in managing escalations

Role Responsibilities

• Champion a customer-first mindset to manage sensitive escalations with empathy
• Collaborate cross-functionally with Product, Ops, and IT to address root causes
• Optimize processes for improved resolution and response times
• Own high-profile escalations, ensuring accountability and transparency with leadership