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LeadFull-timeGoRustRESTAIGit
Salary Range
$130,000 - $180,000 /year
About the Role
We are seeking a Client Assurance Resolution Leader to drive end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD's Service Delivery organization. This role ensures client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices.
Key Responsibilities
- →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, empathetic, and outcome-oriented communication throughout the resolution process
- →Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction
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
Benefits
- ★Medical, Dental, and Vision Insurance
- ★401(k)
- ★Paid company holidays
- ★Paid time off
- ★Paid parental and caregiver leave
