🕒 4 days ago
As a Law Enforcement Liaison (Kansas), you'll develop strategic relationships with law enforcement and support safety initiatives to enhance the Roblox safety ecosystem.
Client Assurance Resolution Leader
📅 Jul 13
Client ExperienceTechnical SupportQuality ManagementService Operations
📜 Description
- 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.
- Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents.
- Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.
- Act as a trusted advisor and advocate for clients, ensuring transparent and empathetic communication throughout the resolution process.
🛠️ Requirements
- 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.
- 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.
✨ Benefits
- Medical
- Dental
- Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
Full job description
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Client Assurance Resolution Leader is responsible for driving the end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD’s Service Deliver organization.
This role ensures that client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices. The Resolution Leader acts as the central point of accountability during high-visibility situations—bridging AHEAD’s delivery, engineering, and client success teams to restore confidence, strengthen relationships, and drive sustainable improvements.
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.
Similar jobs
Search more Project Manager jobs
Construction Project Operations Coordinator
🕒 5 days ago
20four7VA👥 51 - 200 employees🏢 Staffing And Recruiting
🕒 5 days ago
The Construction Project Operations Coordinator will manage project tracking, work-order coordination, documentation review, and ensure compliance with New York State program requirements.
Archaeologist Principal Investigator /Project Manager- Pacific Northwest
🕒 6 days ago
True-Environmental👥 11 - 50 employees🏢 Environmental Services
🕒 6 days ago
Lead cultural resources projects as an Archaeologist Principal Investigator/Project Manager, overseeing field crews and managing archaeological investigations in the Pacific Northwest.
🕒 5 days ago
As a Senior Digital Transformation Analyst, you will structure and evolve governance practices, streamline processes, and support digital transformation initiatives within the organization.
🕒 5 days ago
Liderar iniciativas de melhoria contínua e transformação de processos, promovendo eficiência operacional e geração de valor para o negócio.