Dir, AMS Global Escalation Management
About The Position
The Director of AMS Global Escalation Management for North America is responsible for providing strategic and operational leadership in overseeing the escalation management function within the region. This individual manages complex, high-visibility customer escalations, ensuring that a consistent global approach is maintained while customizing strategies to meet regional business priorities. The Director leads a dedicated team to deliver exceptional customer experiences, achieve successful escalation resolutions, and promote continuous improvement throughout the escalation lifecycle. This leadership role is vital for aligning cross-functional efforts, engaging executive stakeholders, and upholding the highest standards of governance and operational excellence.
Requirements
- Bachelor’s degree or equivalent experience.
- Typically 10+ years of experience in operations, services delivery, support, or escalation management environments.
- Proven experience leading managers and senior professionals.
- Demonstrated success managing high-stakes, cross-functional initiatives in a fast-paced environment.
- Strong executive communication, judgment, and decision-making skills.
- Deep expertise in service delivery and escalation management.
- Exceptional leadership, influence, and interpersonal communication abilities.
- Strong business acumen with a data-driven approach to decision-making.
- Ability to operate effectively under pressure and lead through ambiguity.
- Advanced knowledge of technology and innovation.
Responsibilities
- Lead the AMS GEM operating model, ensuring alignment with global escalation strategy, governance, and standards.
- Provide executive-level oversight and direction for critical, high-risk customer escalations, serving as a trusted advisor to senior leadership.
- Ensure timely, clear, and executive-ready communication for escalations, including status updates, risk assessments, and recovery plans.
- Drive operational excellence through effective use of tools, workflows, metrics, and reporting to improve escalation outcomes and reduce recurrence.
- Partner closely with Sales, Support, Engineering, Product, and other cross-functional teams to resolve escalations and address systemic issues.
- Lead, coach, and develop escalation managers and people leaders across the AMS region.
- Own post-escalation reviews, root cause analysis, and lessons learned to influence product, process, and service improvements.
- Monitor regional escalation trends and performance, proactively identifying risks and recommending strategic actions.
- Accountable for regional escalation performance, customer satisfaction outcomes, and executive confidence during critical situations.
- Influences escalation policy, operational priorities, and regional execution in support of broader global objectives.
- Contributes to the continuous evolution of the GEM function through feedback, innovation, and best practices.
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
