Hybrid Ombudsman Specialist: Escalations & Resolution

Sharp Decisions; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Job summary

A distinguished organization in Washington seeks an Ombudsman Specialist to manage escalated communications and member complaints. The role requires strong analytical skills, exceptional communication, and a detail-oriented mindset to produce operational reports. Candidates should possess a bachelor's degree and a minimum of 6 years of relevant experience in escalation management. The position offers a hybrid schedule with responsibilities that include collaboration with Senior Leadership and external entities, requiring independent decision-making and effective problem-solving.

Qualifications

• Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment.
• Strong analytical skills to compile data and identify trends.
• Expectations for managing escalated complaints with high visibility.

Responsibilities

• Manage escalated communications for Senior Leadership.
• Resolve complex complaints and ensure policy compliance.
• Produce operational reports and analyze trends.

Skills

Exceptional written and verbal communication skills

Strong problem-solving and analytical abilities

Ability to quickly develop expertise in policies

Proficiency in Outlook, Word, Excel, and PowerPoint

Ownership mindset with consistent follow-through

Ability to work in a fast-paced environment

Education

Bachelor’s degree in Business, Communications, or related field

Job description

A distinguished organization in Washington seeks an Ombudsman Specialist to manage escalated communications and member complaints. The role requires strong analytical skills, exceptional communication, and a detail-oriented mindset to produce operational reports. Candidates should possess a bachelor's degree and a minimum of 6 years of relevant experience in escalation management. The position offers a hybrid schedule with responsibilities that include collaboration with Senior Leadership and external entities, requiring independent decision-making and effective problem-solving.