Manager, Strategic Resolutions

Proactive Risk Mitigation & Quality Governance:

• Lead the design and execution of quality-review frameworks to audit customer response execution.
• Analyze account data and system alerts to identify and mitigate operational risks before they escalate.
• Partner with enablement teams to translate audit findings into training and process improvements.

High-Stakes Escalation & Incident Management:

• Manage a team of resolution specialists handling complex, high-pressure customer escalations.
• Serve as the senior escalation point for sensitive cases, driving mutually beneficial resolutions.
• Maintain rigorous accountability frameworks to ensure timely and compliant resolutions.

Cross-Functional Accountability & Root-Cause Re-engineering:

• Collaborate with Product, Engineering, and Legal to investigate systemic failures and implement long-term solutions.
• Lead post-mortem analyses and document actionable improvement roadmaps.
• Hold cross-functional teams accountable to delivery timelines and customer commitments.