Escalations Manager - Customer Experience & Risk (Hybrid)

Opteon USA; Rosemont (IL); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Opteon USA is seeking an experienced Escalations Manager to lead the resolution of complex customer issues and high-risk operations. You will own end-to-end escalations, coordinating with Operations, Compliance, and Leadership to drive timely, effective outcomes.

The role requires strategic problem solving, sound judgment under pressure, and a focus on protecting organizational interests while delivering positive customer experiences. Hybrid work is available at our Rosemont, IL office.

Qualifications

• 3+ years in customer escalations, experience in operations or account management.
• Independent management of complex issues from investigation to resolution.
• Strong critical thinking, problem-solving and decision-making skills.
• Excellent verbal and written communication tailored to audiences.
• Proven ability to influence stakeholders across departments.

Responsibilities

• Serve as the primary escalation authority for complex customer issues.
• Own the lifecycle of escalated matters from prioritization to final disposition.
• Ensure escalations meet SLA commitments with quality and professionalism.
• Act as SME on operational processes and customer experience matters.
• Research root causes and evaluate solutions for high-risk situations.
• Identify trends and systemic issues; recommend long-term improvements.
• Partner with Operations, Account Success, Compliance and Leadership.
• Develop and maintain escalation process documentation.

Skills

Escalations management

Customer experience

Stakeholder influence

Communication skills

Problem solving

Project coordination

Job description

Opteon USA is seeking an experienced Escalations Manager to lead the resolution of complex customer issues and high-risk operations. You will own end-to-end escalations, coordinating with Operations, Compliance, and Leadership to drive timely, effective outcomes.

The role requires strategic problem solving, sound judgment under pressure, and a focus on protecting organizational interests while delivering positive customer experiences. Hybrid work is available at our Rosemont, IL office.