Executive Escalation Lead - Member & Partner Experience

Affinity Development Group; San Diego (CA); On-site; USD 100,000 - 150,000; Full time

Job summary

Affinity Development Group seeks an Escalation Manager for the Costco Auto Program to serve as the primary contact for highly escalated member, dealer, and business partner concerns. You will investigate issues, develop resolution strategies, and coordinate with Costco leadership and stakeholders.

The role emphasizes independent judgment, effective communication, and timely, fair outcomes while upholding program integrity and exceptional member experiences.

Qualifications

• Requires high school diploma or equivalent; bachelor’s degree preferred.
• 5+ years of progressively responsible experience handling complex escalated concerns.
• Experience communicating with executive leadership and external stakeholders.

Responsibilities

• Serve as the primary contact for highly escalated member, dealer, and business partner concerns related to the Costco Auto Program.
• Investigate, evaluate, and resolve issues escalated to executive leadership.
• Collaborate with Costco leadership and key stakeholders to manage sensitive, high-profile escalations.
• De-escalate challenging situations while maintaining professionalism and a member-focused approach.
• Lead cross-functional efforts to identify root causes and improve processes.

Skills

Escalation management

Analytical thinking

Problem solving

Written & verbal communication

Negotiation & conflict resolution

Independent judgment

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job description

Affinity Development Group seeks an Escalation Manager for the Costco Auto Program to serve as the primary contact for highly escalated member, dealer, and business partner concerns. You will investigate issues, develop resolution strategies, and coordinate with Costco leadership and stakeholders.

The role emphasizes independent judgment, effective communication, and timely, fair outcomes while upholding program integrity and exceptional member experiences.