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 for this position is listed below. Final compensation will be determined based on factors including experience, qualifications, and location.

• USA, GA, Atlanta - $115,600.00 - $160,000.00 USD annually
• USA, TN, Nashville - $104,100.00 - $155,400.00 USD annually
• USA, WA, Bellevue - $115,600.00 - $160,000.00 USD annually