Escalations Recovery PM

Catapult Solutions Group

United States

On-site

USD 77,145 - 84,033

Part time

14 days+

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Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading customer engagement firm in the United States seeks a Customer Engagement Director to craft a multi-channel strategy focused on critical communications. This role requires exceptional leadership in designing outreach for service recovery and engaging with internal teams to enhance customer experience. Candidates should have extensive experience in a service-based or SaaS context, adept in managing multi-channel campaigns while adapting communication styles. The position offers a contract employment type with competitive pay and benefits such as medical insurance and a 401(k).

Qualifications

5–10 years’ experience in a services-based industry or SaaS organization.
3+ years in a role influencing outbound marketing outreach or service recovery.
Ability to adjust tone and voice based on the situation.

Responsibilities

Set multi-channel outbound strategy focused on critical communication.
Design and execute outreach experiences for service failures.
Partner with various teams to turn service failures into opportunities.

Skills

Customer-obsessed leadership

Exceptional written communication

Project management

Multi-channel outreach management

Job description

Catapult Solutions Group provided pay range

This range is provided by Catapult Solutions Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$56.00/hr - $61.00/hr

Direct message the job poster from Catapult Solutions Group

We are looking for a customer-obsessed leader who can set a multi-channel outbound strategy focused on critical communication when things don’t go as planned - e.g. service recovery, critical notices, and tax-calculation inaccuracies, among other situations. This role will have a focus supporting our organization on new product launches. Outreach serves both to address the service failure and to make the customer feel genuinely cared for.

This role comprises designing and/or executing e2e multi-channel outreach experiences both for planned/known service failures - for example, W-2 import failure - as well as unplanned/unknown service failures - such as product defects. This leader will partner with other critical functions like Product, PD, Design, Data, and Marketing to ensure we are collectively designing experiences that deliver complete confidence - and when there is a setback in the customer experience, our proactive, multi-channel service recovery outreach turns failure into opportunities for loyalty and delight.

You will be writing empathic comms under incredibly tight timelines, executing hypothesis-driven experiments, uncovering customer-driven insights, and leading competitive benchmarking using customer-driven innovation frameworks. You will own the strategy and execution framework for new outbound engagement models as measured by speed to execution, communication open rate, auth rate, retention, resolution, conversion, and abandon rate.

Your innovative leadership will help us think differently and shape our customer‑engagement trajectory by working with senior leadership to define strategy, success metrics, and the supporting details of our service recovery plans. Your focus will be to define what can be versus expanding or replicating what is already in play.

If you are obsessed with solving hard customer problems, have a passion for disruption, thrive in a fast-moving environment, possess a track record of success developing and launching best‑in‑class care or outreach experiences for consumers, and if you want to work on a team where your work will have a massive positive impact on customers’ lives, we’d like to hear from you!

Responsibilities

Set a multi‑channel outbound strategy focused on critical communication when things don’t go as planned, including service recovery, critical notices, and tax‑calculation inaccuracies.
Design and/or execute e2e multi‑channel outreach experiences for both planned/known service failures and unplanned/unknown service failures.
Partner with Product, PD, Design, Data, and Marketing to design experiences that deliver complete confidence and turn service failures into opportunities for loyalty and delight.
Write empathic communications under incredibly tight timelines.
Execute hypothesis‑driven experiments and uncover customer‑driven insights.
Own the strategy and execution framework for new outbound engagement models as measured by speed to execution, communication open rate, auth rate, retention, resolution, conversion, and abandon rate.
Work with senior leadership to define strategy, success metrics, and the supporting details of service recovery plans.
Shape the customer‑engagement trajectory by defining what can be versus expanding or replicating what is already in play.

Qualifications

Customer‑obsessed, proven leader with 5–10 years’ experience in a services‑based industry or SaaS organization, with 3+ years in a role influencing outbound marketing outreach or service recovery outreach in Customer Success, Product Marketing, or similar functions.
Exceptional written communicator, with the ability to adjust tone and voice depending on the situation.
Experience leading consumer‑facing programs that focus on delivering measurable business outcomes and value.
Has driven organizations through rapid growth and understands the criticality of operational excellence.
Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross‑functional peers in Product Management, Product Development, Marketing, Design and Data to prioritize and drive initiatives forward in a highly matrixed organization.
Expertly executes project management tasks including issue and risk management, building complex multi‑phase schedules, tracking dependencies and milestones, and communication of overall project status.
Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups.
Demonstrates leadership through execution amid times of change.
Leverages resources outside own group to solve problems and achieve results.
Possesses extensive experience managing multi‑channel outreach campaigns - email, phone, SMS, push - under tight deadlines.
Exceptional ability to mobilize and energize complex cross‑org and cross‑functional teams to implement creative, innovative, best‑in‑class solutions.
Sees obstacles as opportunities, not impediments.
Possesses strong presentation, verbal and written communication skills, and commands credibility with senior executive.