Contractor Escalation Manager - Loyalty

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

Main Responsibilities:

• 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 the majority of issues.
• Investigating and resolving eligibility and redemption issues, identifying root causes, and implementing solutions.
• Create and refine customer communications for novel and common issues.
• Provide feedback to product and operations management to improve efficiency.
• Track all development projects that will improve the program’s escalation management.
• Work with campaign stakeholders to proactively anticipate and prevent issues related to escalations.
• Provide escalation data weekly and monthly, including top drivers and insight into patterns and trends.

Requirements:

• Bachelors Degree
• 3-6 years experience researching escalations and managing escalation programs.
• Customer success mindset and proven track record.
• Ability to communicate complex ideas effectively.
• Advanced excel skills (Pivot Tables, v and xlookups, etc.).
• Smartsheet proficiency.
• Ability to work 9-5 Eastern Time.
• Ability to commit to Client Project for at least a year.

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