Ombudsman & Escalations Lead (Hybrid)

Mindlance; Washington (District of Columbia); Hybrid; USD 85,000 - 120,000; Full time

Job summary

The Ombudsman Specialist at Mindlance provides expert handling of sensitive escalations for senior leadership, balancing policy with brand alignment. The hybrid role combines on-site collaboration with remote responsiveness, requiring clear, professional communication across board members, management, and external agencies.

Responsibilities include resolving complex member complaints, managing BBB and Attorney General cases, and producing timely, accuracy-focused reports.

Qualifications

• Bachelor’s degree in Business, Communications or related field.
• Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environments.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems.
• Strong ownership mindset with consistent follow-through.

Responsibilities

• Manage highly sensitive and potentially volatile escalated communications.
• Resolve complex member complaints and external cases in line with policies and brand.
• Serve as primary owner for BBB and Attorney General complaints.
• Collaborate with leadership, centers, and partners to ensure consistent responses.
• Produce accurate, presentation-ready operational reports from multiple sources.

Skills

Written and verbal communication

Analytical abilities

Ownership mindset

Fast-paced environment

Outlook

Word

Excel

PowerPoint

Education

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

Tools

Outlook

Word

Excel

PowerPoint

Job description

The Ombudsman Specialist at Mindlance provides expert handling of sensitive escalations for senior leadership, balancing policy with brand alignment. The hybrid role combines on-site collaboration with remote responsiveness, requiring clear, professional communication across board members, management, and external agencies.

Responsibilities include resolving complex member complaints, managing BBB and Attorney General cases, and producing timely, accuracy-focused reports.