Escalation Manager paying up to $110K needed for a national corporation based in the Carrollton area. The Escalation Manager is the key to a successful escalation solution. This individual will bring together all the elements needed to ensure the escalation or issue at hand is resolved in a manner which is both efficient and concludes in an outcome which suits the business needs of the customer and the company.
This is a DIRECT HIRE and IN-OFFICE position!
RESPONSIBILITIES:
Lead and develop product support or solution(s) planning over entire lifecycle, including representing services on product or solution core teams and provides service requirements into product development stages/phases
Perform business analysis, identifies root cause, and develops recommendations/solutions to drive business improvements
Work across regions/geographies and teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth
Responsible for revenue and margin contribution for a set of (more than one) solutions or services
Utilize in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value
Utilize technical and business skills to lead complex cross-functional activities that drive continuous growth of the services business
Provide mentoring and guidance to peers and other employees
QUALIFICATIONS:
3+ years of escalations experience
Medium to high knowledge of IT and services industry
Problem detection and analysis of root cause
Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames
Demonstrated skills in planning and financial analysis
Medium level of planning, project management and change management skills
Project and change management training and certification as appropriate
Ability to influence different functions, geographies, and the ability to build strong consensus
