Escalations Manager, AFP Partner Success Team

Key job responsibilities

• Establish mechanism for reporting and managing issues, ensuring a timely resolution
• Own the knowledge management process, ensuring documentations are accurate and up-to-date
• Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
• Own and contribute to a development roadmap for new features and use cases
• Identify and document use cases, proving insights to tailor unique needs
• Define the communication strategy ensuring clarity, consistency, and a positive experience
• Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
• Define clear escalation paths for issues
• Collaborate with stakeholders to manage SLAs and responses to issues
• Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
• Build and maintain data collection, establish reporting structures and dashboard.

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Pay

Base salary range: $104,100.00 - $155,400.00 USD annually for USA, TN, Nashville; $115,600.00 - $160,000.00 USD annually for USA, WA, Bellevue; $115,600.00 - $160,000.00 USD annually for USA, GA, Atlanta.

Schedule

Based on the location, the role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN.