Manager, Resolution Strategy - Remote

Overview

The Manager, Resolution Strategy is responsible for overseeing a team of Senior Resolution Managers who handle the most complex and sensitive escalations within Client Support, ensuring alignment with legal, compliance, and company standards.

In Short

• Lead, coach, and develop a team of Senior Resolution Managers.
• Provide case oversight and guidance for sensitive matters.
• Partner with in-house attorneys and compliance to minimize risk.
• Act as an escalation point for high-risk matters.
• Identify systemic issues and develop corrective actions.
• Ensure compliance with internal policies and regulatory standards.
• Monitor complaint handling trends and provide analysis.
• Collaborate with stakeholders for continuous improvement.
• Maintain a strong customer advocacy mindset.
• Manage multiple priorities effectively under pressure.

Requirements

• Bachelor’s degree preferred or equivalent experience.
• 2+ years in high-complex complaint handling.
• 1+ years of leadership experience in compliance-driven environments.
• Effective communication skills at all organizational levels.
• Highly organized, detail-oriented, and efficient.
• Proficient in Microsoft Office and database management.
• Ability to prioritize and manage simultaneous requests.
• Excellent problem-solving abilities.
• Flexibility to adapt to changing priorities.
• Strong time management skills.

Benefits

• Opportunity to work with a leading technology company.
• Engagement in meaningful work with a positive impact.
• Professional development and growth opportunities.
• Collaborative and supportive work environment.
• Competitive compensation package.