Vice President of Escalations for MSP
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Summary
The Vice President of Escalations is responsible for building confidence stability and predictability across high impact issues that affect customers partners and internal operations. This position serves as the companys senior authority for escalation management ensuring that complex service delivery billing and carrier related escalations are resolved quickly professionally and with cross departmental alignment. The role prioritizes resolution velocity communication clarity and systemic correction of the gaps that create escalations.
Primary Responsibilities
Escalation Leadership and Resolution Control
Take ownership of escalated customer and partner issues requiring senior involvement.
Drive rapid and disciplined resolution of delivery service impacting billing and carrier related escalations.
Set expectations decision rights and accountability across all teams involved in escalation response.
Engage directly with enterprise customers partners and carriers when position level escalation involvement is required.
Operational Discipline and Root Cause Management
Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
Ensure each escalation produces actionable learnings that strengthen process system and training standards.
Collaborate closely with Service Delivery NOC Billing MSEs Service Assurance Carrier Operations Engineering and Sales to eliminate recurring issues.
Communication and Stakeholder Management
Serve as the senior escalation contact for partners customers Channel Managers and the AireSpring executive team.
Deliver concise accurate communication that reflects position level expectations throughout each escalation.
Establish communication standards that eliminate the need for customers partners or internal teams to seek repeated updates.
Build trust with senior stakeholders through clarity consistency and disciplined follow through.
Performance and Accountability Management
Maintain KPIs focused on resolution time communication quality customer impact and recurrence reduction.
Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
Ensure the escalation function operates with enterprise grade discipline and consistency.
Workflow and Systems Leadership
Oversee the escalation intake and tracking platforms including the Power App escalation system.
Ensure workflows follow standardized severity levels SLAs and routing logic.
Ensure system driven escalation management replaces manual tracking and operational noise.
Cross Functional Alignment
Remove departmental barriers that might otherwise slow or complicate issue resolution.
Drive synchronized workstreams during escalations with shared context and aligned priorities.
Lead escalation reviews that reinforce speed structure and accountability across all involved teams.
Qualifications :
Required
Telecom background with direct experience working with carriers circuit delivery provisioning or NOC environments.
Experience in Service Delivery or a comparable operational environment where customer lifecycles site level workflows or complex delivery processes were core responsibilities.
Ten or more years of operational or leadership experience in telecom managed services or similar technical fields.
Demonstrated ability to lead complex escalations across multiple departments.
Strong operational judgment with the ability to make rapid credible decisions under pressure.
Excellent communication skills suited for position level interaction with customers partners CMs and internal leadership.
Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements.
Preferred
Experience with carrier escalation pathways and enterprise customer success models.
Familiarity with workflow automation Power Platform and structured escalation systems.
Leadership experience managing multidisciplinary operational or technical teams.
Leadership Profile
Demonstrates strong ability to work effectively with customers partners and Channel Managers utilizing the Triple Acknowledge Align Act communication method to build trust and reduce noise.
Calm structured and direct in high pressure situations.
Strong operational instincts and judgment with the ability to drive rapid resolution.
Transparent and consistent communicator who maintains clarity even in complex escalations.
Confident and credible in position level discussions with customers partners and carriers.
Resolves issues quickly and permanently with a commitment to eliminating root causes rather than firefighting.
Leads with accountability urgency and disciplined cross functional coordination.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Change Management
- Financial Services
- Growing Experience
- Managed Care
- Management Experience
- Analysis Skills
- Senior Leadership
- Performance Management
- Process Management
- Leadership Experience
- negotiation
- Analytics
About Company
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that ... View more
