Escalation and Continued Improvement Leader

Duties & 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.
 

Education & 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.