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.

Qualifications

• 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.
• Hightly organized, with the ability to manage multiple priorities under pressure.
• Skilled at fostering a culture of accountability, learning, and continuous improvement.

Benefits

• USA Employment Benefits Include Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more!

Use Of AI

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [email protected].