Client Assurance Escalation Leader

AHEAD; Chicago (IL); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k)

Paid company holidays

Paid time off

Paid parental and caregiver leave

Job summary

AHEAD, a US-based IT services firm, seeks an IT Services Escalation Manager (Client Assurance Resolution Leader) to drive end-to-end management of critical client escalations across Engineering, Delivery, Operations and Client Success.

You will contain issues swiftly, perform RCA and CAPA, and lead cross-functional recovery actions, while communicating transparently with clients and executives to restore confidence and drive measurable quality improvements.

Qualifications

• 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.

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.
• Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences.
• Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.
• Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents.
• Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions.
• Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS).
• Lead post-incident reviews and "lessons learned" sessions to strengthen AHEAD's quality culture and client assurance model.
• Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.
• Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks.
• Develop and execute improvement plans aligned with CX Quality Objectives, measuring outcomes through defined KPIs.
• Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.
• Act as a trusted advisor and advocate for clients, ensuring transparent and outcome-oriented communication.
• Represent client perspectives in internal governance meetings and improvement forums.
• Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.
• Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction.
• Prepare and present executive summaries and performance insights to leadership and governance boards.
• Ensure alignment with Client Assurance Program, Quality, and Service Excellence standards.

Skills

RCA

CAPA

ITIL

Lean Six Sigma

Leadership

Executive communication

Analytical thinking

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in Engineering/IT/Business or related field

Master's degree preferred

Job description

AHEAD, a US-based IT services firm, seeks an IT Services Escalation Manager (Client Assurance Resolution Leader) to drive end-to-end management of critical client escalations across Engineering, Delivery, Operations and Client Success.

You will contain issues swiftly, perform RCA and CAPA, and lead cross-functional recovery actions, while communicating transparently with clients and executives to restore confidence and drive measurable quality improvements.