Senior Client Escalation & Quality Lead

AHEAD; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k)

Paid time off

Parental leave

Job summary

AHEAD is seeking an experienced Client Assurance Resolution Leader to drive end-to-end management of critical client escalations, bridging delivery, engineering, and client success teams to restore confidence and improve outcomes.

The role emphasizes structured escalation management, RCA/CAPA, and continual improvement across governance, metrics, and reporting to support the Client Assurance Program and service excellence standards.

Qualifications

• Bachelor's degree in Engineering, Information Technology, Business, or related field.
• 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.
• Proven success managing complex client escalations and driving cross-functional process improvement initiatives.

Responsibilities

• Lead critical, high-impact client escalations from initiation through closure, ensuring containment and full resolution.
• Coordinate cross-functional response teams across Engineering, Delivery, Operations, and Client Success.
• Drive RCA and CAPA for major incidents and embed quality management practices in escalation handling.
• Collaborate with Product, Service Delivery, and Quality teams to identify recurring issues and improve processes.

Skills

RCA & CAPA

ITIL

Lean Six Sigma

Leadership

Executive communication

Data-driven

Organizational skills

Education

Bachelor's degree in Engineering, Information Technology, or Business

Tools

ITIL tools

Job description

AHEAD is seeking an experienced Client Assurance Resolution Leader to drive end-to-end management of critical client escalations, bridging delivery, engineering, and client success teams to restore confidence and improve outcomes.

The role emphasizes structured escalation management, RCA/CAPA, and continual improvement across governance, metrics, and reporting to support the Client Assurance Program and service excellence standards.