Escalation Specialist

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

We are seeking an Escalation Operations Specialist to manage complex escalations from intake through resolution. This role will help ensure cases are prioritized appropriately, handled within service-level agreements (SLAs), and documented to a high standard.

The ideal candidate brings sound judgment, strong case-management discipline, and the ability to remain calm and effective when managing time-sensitive issues across multiple business units (BUs), partner teams, and internal stakeholders.

Key Responsibilities

Case Management and SLA Ownership

• Own a portfolio of escalations end-to-end, from intake through resolution.
• Maintain SLA adherence, prioritization discipline, and effective workload balancing across an active case queue.
• Ensure cases escalated to business units are appropriately resolved, closed, and supported by clear documentation.
• Monitor case trends and surface systemic risks, recurring issues, and repeat drivers before they reach executive escalation.
• Maintain accurate, complete, and audit-ready case records throughout the resolution process.

Cross-Team and Partner Coordination

• Assist business units with case-management questions and route requests to the appropriate team or stakeholder when they fall outside ResOps’ core scope.
• Coordinate effectively across BUs, partner teams, and internal governance owners.
• Escalate operational friction points, process gaps, and recurring issues to the appropriate governance owner, including triage, QA, or partner leadership.
• Help establish clear ownership and boundaries so that issues are resolved efficiently without allowing scope to expand unmanaged.
• Take on additional ancillary responsibilities as the ResOps team’s scope evolves. Core responsibilities may shift as ownership across the team is finalized.

Qualifications

• Experience in escalation management, case management, incident handling, customer resolution operations, or a related field.
• Experience working in a high-visibility or executive-escalation environment is preferred.
• Strong prioritization skills and sound judgment when making time-sensitive triage decisions within defined severity standards.
• Familiarity with case-management or ticketing tools such as Salesforce, Jira, or similar platforms.
• Familiarity with member-data platforms is a plus.
• Willingness and ability to learn partner-specific tools and processes.