Client Assurance & Escalation Leader

AHEAD; United States; On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k)

Paid company holidays

Paid time off

Parental and caregiver leave

Job summary

AHEAD is seeking a Client Assurance Resolution Leader in the United States to drive end‑to‑end management and resolution of critical client escalations, advancing quality and continual improvement across the Service Deliver organization.

This role bridges delivery, engineering, and client success teams to contain issues, identify root causes, and implement long‑term corrective actions, strengthening relationships and trust.

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 AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs.
• Promote knowledge sharing and proactive risk mitigation across teams to prevent future escalations.
• Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, 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 AHEAD’s Client Assurance Program, Quality, and Service Excellence standards.
• Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.

Skills

Escalation leadership

Quality management

Root cause analysis

Process improvement

Executive communication

Cross-functional collaboration

ITIL

Lean/Six Sigma

Data-driven

Leadership

Education

Bachelor’s degree in Engineering/IT/Business

Master’s preferred

Tools

ITIL

CAPA

Job description

AHEAD is seeking a Client Assurance Resolution Leader in the United States to drive end‑to‑end management and resolution of critical client escalations, advancing quality and continual improvement across the Service Deliver organization.

This role bridges delivery, engineering, and client success teams to contain issues, identify root causes, and implement long‑term corrective actions, strengthening relationships and trust.