Manager, Resolution Strategy

GoodLeap

88d • $70,000 - $80,000

About The Position

The Manager, Resolution Strategy is responsible for overseeing a team of Senior Resolution Managers who handle the most complex and sensitive escalations within Client Support. This leader ensures that cases involving high-complex complaint handling are investigated, managed, and resolved in alignment with legal, compliance, and company standards. This role requires strong expertise in grievance and appeals resolution, complaint management, and root cause analysis. The manager works closely with Legal, Compliance, and other departments to minimize risk, protect company interests, and improve overall customer experience.

Requirements

• Bachelor’s degree preferred, or equivalent experience in complaints, grievances, resolution management, or customer advocacy roles.
• 2+ years of experience in high-complex complaint handling, grievance resolution, case management, or regulatory oversight.
• 1+ years of leadership experience managing a team in a high-stakes, compliance driven environment.
• Must demonstrate ability to communicate effectively, both verbal and written, at all levels of the organization.
• Work independently and collaboratively.
• Effectively interact with high profile clients.
• Exceptionally organized, detail-oriented, and efficient.
• Highly proficient computer skills, including Excel, Microsoft Office, Word, Outlook, PowerPoint and database management software.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Excellent problem-solving abilities.
• Ability to work well under pressure and manage multiple priorities effectively.
• Flexibility to adapt to changing priorities and business needs.
• Time management.

Responsibilities

• Lead, coach, and develop the team of Senior Resolution Managers, ensuring consistent, high-quality handling of complex complaints and escalations.
• Provide case oversight, guidance, and final review for sensitive or high-risk matters.
• Strategically partner with GoodLeap’s in-house attorneys and compliance on ways to minimize account level risk.
• Serve as the escalation point for the team, offering direction and ensuring compliance with company standards and regulatory requirements.
• Develop a comprehensive knowledge of GoodLeap policies and procedures.
• Identify systemic issues and recurring trends that create barriers to customer satisfaction; develop and implement corrective actions.
• Ensure all case handling complies with internal policies, regulatory standards, and industry best practices.
• Monitor complaint handling trends and provide reporting/analysis to leadership.
• Collaborate with internal stakeholders to refine processes, mitigate risks, and ensure continuous improvement.
• Act as a trusted liaison between customers, contractors, internal partners, and external regulators when necessary.
• Maintain a strong customer advocacy mindset while balancing organizational priorities and risk management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees