End-to-End Escalation Operations Lead

Motion Recruitment; Tucson (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Motion Recruitment seeks an Escalation Operations Specialist to manage complex escalations from intake through resolution. You will prioritize and document cases to ensure SLA compliance while collaborating with multiple BUs and internal stakeholders.

Ideal candidates bring strong case-management discipline, calm under pressure, and the ability to balance time-sensitive decisions across teams. This role emphasizes thorough documentation and cross-functional coordination.

Qualifications

• Experience in escalation management, case management, incident handling, or related fields.
• Experience in high-visibility or executive-escalation environments preferred.
• Strong prioritization and sound judgment for time-sensitive triage.
• Familiarity with case-management or ticketing tools such as Salesforce or Jira.
• Familiarity with member-data platforms is a plus.
• Willingness to learn partner-specific tools and processes.

Responsibilities

• Own a portfolio of escalations from intake to resolution.
• Maintain SLA adherence, prioritization discipline, and workload balance.
• Ensure escalated cases are resolved with clear documentation.
• Monitor trends and surface systemic risks before executive escalation.
• Maintain audit-ready case records throughout the resolution process.
• Coordinate with BUs, partner teams, and governance owners.
• Escalate friction points and establish ownership boundaries.
• Take on ancillary responsibilities as ResOps scope evolves.

Skills

Case management

Escalation management

Prioritization

Time management

Cross-functional collaboration

Documentation

Tools

Salesforce

Jira

Job description

Motion Recruitment seeks an Escalation Operations Specialist to manage complex escalations from intake through resolution. You will prioritize and document cases to ensure SLA compliance while collaborating with multiple BUs and internal stakeholders.

Ideal candidates bring strong case-management discipline, calm under pressure, and the ability to balance time-sensitive decisions across teams. This role emphasizes thorough documentation and cross-functional coordination.