Client Assurance Resolution Leader

Roles & Responsibilities

Escalation Leadership & Resolution Management 

• Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution. 

• Serve as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success. 

• Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences. 

• Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations. 

Quality Management & Root Cause Analysis 

• Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents. 

• Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions. 

• Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS). 

• Lead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model. 

Continual Improvement & Process Excellence 

• Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery. 

• Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks. 

• Develop and execute improvement plans aligned with AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates). 

• Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations. 

Client Communication & Advocacy 

• Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process. 

• Represent client perspectives in internal governance meetings and improvement forums. 

• Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure. 

Governance, Metrics & Reporting 

• Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction. 

• Prepare and present executive summaries and performance insights to leadership and governance boards. 

• Ensure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards. 

• Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes. 

Qualifications

Education and Experience 

• Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred). 

• 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting. 

• Proven success managing complex client escalations and driving cross-functional process improvement initiatives. 

Knowledge, Skills, Abilities 

• Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem. 

• Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent). 

• Excellent leadership, facilitation, and executive communication skills. 

• Analytical, data-driven thinker with the ability to translate insights into actionable improvements. 

• Highly organized, with the ability to manage multiple priorities under pressure. 

• Skilled at fostering a culture of accountability, learning, and continuous improvement.