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Global provider of Managed SD-WAN, UCaaS, Managed Security, and Business Internet to Multi-location enterprises.
Vice President of Escalations
Location
United States
Posted
140 days ago
Salary
0
Seniority
Lead
Job Description
Vice President of Escalations
AireSpring
• Take ownership of escalated customer and partner issues requiring senior involvement. • Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations. • Set expectations, decision rights, and accountability across all teams involved in escalation response. • Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required. • Identify operational and commercial failures contributing to escalations and drive permanent corrective actions. • Ensure each escalation produces actionable learnings that strengthen process, system, and training standards. • Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues. • Serve as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team. • Deliver concise, accurate communication that reflects position level expectations throughout each escalation. • Establish communication standards that eliminate the need for customers, partners, or internal teams to seek repeated updates. • Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction. • Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans. • Oversee the escalation intake and tracking platforms including the Power App escalation system. • Ensure workflows follow standardized severity levels, SLAs, and routing logic. • Remove departmental barriers that might otherwise slow or complicate issue resolution. • Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.
Job Requirements
- Telecom background with direct experience working with carriers, circuit delivery, provisioning, or NOC environments.
- Experience in Service Delivery or a comparable operational environment where customer lifecycles, site level workflows, or complex delivery processes were core responsibilities.
- Ten or more years of operational or leadership experience in telecom, managed services, or similar technical fields.
- Demonstrated ability to lead complex escalations across multiple departments.
- Strong operational judgment with the ability to make rapid, credible decisions under pressure.
- Excellent communication skills suited for position level interaction with customers, partners, CMs, and internal leadership.
- Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements.
- Experience with carrier escalation pathways and enterprise customer success models is preferred.
- Familiarity with workflow automation, Power Platform, and structured escalation systems is preferred.
- Leadership experience managing multidisciplinary operational or technical teams is preferred.
Benefits
- All your information will be kept confidential according to EEO guidelines.
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