Manager, Customer Resolution & Escalation

Manager, Customer Resolution & Escalation leads a newly created, high-visibility team to stand up the operating model for customer resolution and escalation across the enterprise. You’ll design and hire a team of resolution coordinators handling email, chat, and outbound telephonic support, identify root causes from recovery initiatives, and build tracking mechanisms to transform escalation data into themes and actionable improvements. You’ll drive first contact resolution and SLA performance, manage outbound service recovery campaigns with the CARE Team, collaborate with frontline leaders and technology, and promote change management with data-driven storytelling. The role emphasizes leadership, cross-functional collaboration, and the ability to present recommendations to senior leaders. Bachelor’s degree preferred (or equivalent experience) with 5 years of leadership in a contact center within financial services; insurance/annuities experience preferred; strong emphasis on data, dashboards, and performance metrics.