Senior Escalation Services Leader, AI-Driven

United States Digital Space LLC; Denver (CO); Hybrid; USD 150,000 - 230,000; Full time

Job summary

the company in Denver, CO is seeking a Senior Leader to head Escalation Services within Benefits Services. You will manage a white-glove escalation team and own the escalation ecosystem, redesigning intake, triage, tooling, and root‑cause infrastructure for future scalability.

You’ll lead executive escalations, access‑to‑care emergencies, and benefit inaccuracies, while partnering to build automated, AI-driven solutions and reduce manual workload for frontline specialists.

Qualifications

• 5+ years of leadership experience.
• Experience owning escalation, technical support, or operations.
• Ability to define and execute a strategic AI-enabled roadmap.

Responsibilities

• Lead Escalation Services specialists with a structured cadence.
• Coordinate cross-functional escalation resolution for high-visibility cases.
• Own high-risk executive escalations and reputationally significant matters.
• Coach the team to own end-to-end case handling with proactive communication.
• Define a clear playbook for changes, ownership, and resources.
• Run a data-driven performance cycle with AI fluency as a core expectation.
• Develop high-potential specialists through stretch assignments and sponsorships.
• Redesign end-to-end escalation operating model to scale with volume.

Skills

Leadership

Escalation management

AI tooling

Cross-functional collaboration

Stakeholder communication

Job description

the company in Denver, CO is seeking a Senior Leader to head Escalation Services within Benefits Services. You will manage a white-glove escalation team and own the escalation ecosystem, redesigning intake, triage, tooling, and root‑cause infrastructure for future scalability.

You’ll lead executive escalations, access‑to‑care emergencies, and benefit inaccuracies, while partnering to build automated, AI-driven solutions and reduce manual workload for frontline specialists.