Escalation Manager - Loyalty - Remote

Overview

We are seeking a seasoned Escalation Manager to join our Campaign Experience Practice and work with one of our largest telecommunications Clients.

In Short

• Lead and manage the escalation program for our loyalty campaign, averaging 4,000 tickets per month.
• Manage overall program resolution SLA within desired timeframes.
• Create and refine SOPs for partner fix teams to effectively resolve issues.
• Investigate and resolve eligibility and redemption issues, identifying root causes.
• Create and refine customer communications for various issues.
• Provide feedback to product and operations management to improve efficiency.
• Track development projects that will improve escalation management.
• Work with campaign stakeholders to prevent issues related to escalations.
• Provide escalation data on a weekly and monthly basis.

Requirements

• Bachelors Degree; 3-6 years experience in escalation management.
• Customer success mindset and proven track record.
• Ability to communicate complex ideas effectively.
• Ability to have difficult conversations with multiple levels within the organization.
• Advanced Excel skills (Pivot Tables, v and xlookups).
• Smartsheet proficiency.
• Ability to work 9-5 Eastern Time.
• Ability to commit to Client Project for at least a year.

Benefits

• Contract opportunity with a leading data science and marketing consultancy.