Client Assurance & Escalation Leader

Ahead Now Aps; United States; On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

AHEAD builds platforms for digital business by weaving cloud, automation and analytics to enable enterprise transformation. The Client Assurance Resolution Leader drives end‑to‑end management of critical client escalations and cross‑functional collaboration across delivery, engineering and client success.

The role leads escalation containment, RCA and CAPA, and partners with Product, Service Delivery and Quality teams to improve processes.

Qualifications

• 8+ years in Client Experience, Technical Support, Quality Management, or Service Operations leadership within IT services or consulting.
• Proven success managing complex client escalations and driving cross-functional process improvements.

Responsibilities

• Lead critical, high‑impact client escalations from initiation through closure, ensuring containment and complete resolution.
• Coordinate cross‑functional response teams across Engineering, Delivery, Operations, and Client Success.
• Drive RCA and CAPA for major incidents and embed quality practices in escalation handling.
• Collaborate with Product, Service Delivery and Quality teams to identify recurring issues and drive improvements.

Skills

Leadership

Executive communication

RCA

CAPA

ITIL

Lean

Six Sigma

Data-driven

Analytical thinking

Organization

Education

Bachelor’s degree

Master’s preferred

Job description

AHEAD builds platforms for digital business by weaving cloud, automation and analytics to enable enterprise transformation. The Client Assurance Resolution Leader drives end‑to‑end management of critical client escalations and cross‑functional collaboration across delivery, engineering and client success.

The role leads escalation containment, RCA and CAPA, and partners with Product, Service Delivery and Quality teams to improve processes.