Senior Director, Data Service & Complex Escalations

PassFort; Brussel Hoofdstad; Sur place; EUR 80 000 - 120 000; Plein temps

Résumé du poste

Moody's is seeking a data operations and escalations leader to drive enterprise service intelligence for customer-critical Data Estate issues. You will own the escalation queue, coordinate cross-functional teams, and deliver executive-ready insights and durable resolutions.

You will collaborate with Product, Engineering, Client Service, Sales, Governance, and other data-domain teams to improve data quality and service performance while upholding Moody's AI-first strategy with responsible use of

Qualifications

• Bachelor's degree in Business, Data Management, Information Systems, Computer Science, Operations Management, or a related field required; equivalent professional experience may be considered.
• Advanced degree or relevant certifications in data governance, service management, AI, analytics, project management, or process improvement preferred
• Proven experience leading enterprise service intelligence and complex escalation management for customer-critical Data Estate issues
• Experience with cross-functional governance across Data Operations, Product, Engineering, Client Service, Sales, and Data Governance
• Experience working with Salesforce, Jira, and data-product operations is preferred

Responsabilités

• Lead enterprise service intelligence and complex escalation management for customer-critical Data Estate issues
• Own and manage the complex-escalation queue, including triage, assignment, stakeholder mobilization, progress tracking, and closure
• Coordinate cross-domain issues while maintaining end-to-end oversight of complex cases
• Convene Product, Engineering, Operations, Client Service, Sales, Governance, and domain experts to diagnose high-impact problems
• Establish consolidated reporting on ticket volumes, aging, SLA performance, and escalation patterns
• Develop executive-ready summaries detailing issue, impact, root cause, actions, and next updates
• Lead responsible AI-enabled service intelligence with defined controls and human review expectations
• Govern service standards for classification, ownership, severity, priority, escalation, and SLA exclusions
• Lead design priorities for Salesforce-Jira service-management ecosystem improvements

Connaissances

Complex data escalations

Service management

Operational governance

Customer-critical issue resolution

Cross-functional coordination

Executive-ready insights

Ticketing platforms

SLA management

Performance reporting

Executive communication

AI-enabled service intelligence

Salesforce / Jira exposure

Globally distributed teams

Formation

Bachelor's degree in Business, Data Management, Information Systems, Computer Science, Operations Management, or related field

Outils

Salesforce

Jira

AI-enabled workflow automation

Data governance

Description du poste

Moody's is seeking a data operations and escalations leader to drive enterprise service intelligence for customer-critical Data Estate issues. You will own the escalation queue, coordinate cross-functional teams, and deliver executive-ready insights and durable resolutions.

You will collaborate with Product, Engineering, Client Service, Sales, Governance, and other data-domain teams to improve data quality and service performance while upholding Moody's AI-first strategy with responsible use of