Summary : The Escalation Lead plays a crucial role in ensuring customer satisfaction by managing the pulse of Escalations in the Partner Support Desk domain. They act as the bridge between Partners, Googlers and various internal teams, working to resolve critical problems and prevent future escalations. They are primarily responsible for identifying and quantifying process defects, developing and implementing solutions to improve processes, Measuring the impact of process improvements, reporting key areas of concern and progress in the process by collaborating with internal teams and clients. Responsibilities: Stakeholder Management : The Escalation Lead operates like an Account manager and regularly connects with stakeholders, presenting health of the process, discussing AOIs and glidepath with recommendations to improve process status. Client Services : Gaining client confidence by preparing Data sets, deriving actionable insights and recommendations in WBR / MBR / QBR. The Escalations lead also outlines instructions to be followed by partners that share meaningful discussion / content in addition to the required data /operations performance trends. Ownership : Manage escalated customer issues that includes taking ownership of critical problems, understanding the issue thoroughly, and developing a resolution plan. Escalation leads must work effectively with customers to manage expectations and provide regular updates. Customer service : Even though they are dealing with complex issues, escalation leads must always provide excellent customer service. This means being patient, empathetic, and professional in all interactions. Documentation : Develop and maintain escalation policies and procedures: Escalation leads play a key role in ensuring that the company has clear and effective escalation policies in place. They may also be responsible for training other employees on these policies. Review : Review existing processes and identify opportunities for process improvement through data analysis, stakeholder collaboration, and observation. Innovation : Provide recommendation for process redesign followed by seeking sign offs and documenting new processes and designing process flows Knowledge Dissemination : Upon successful re-design and pilot, train existing partners on new processes (Train the trainer model). Create necessary communications for distribution to partners around process modification and changes. Collaboration : Coordinate with cross-functional teams to resolve complex issues effectively communicating with various teams ensuring everyone is aligned towards a common goal. Reporting : Gather data to analyze trends and identify root causes. By analyzing patterns in escalation data, escalation leads can identify systemic issues and work to prevent future escalations. They may also be involved in improving internal processes and procedures to streamline issue resolution. Automation : Review, prioritize, streamline, automate and produce existing operational reporting to ensure the reports that are produced provide high value Transition : Experience in developing and managing the implementation of new systems and processes Eligibility Criteria: Overall 5+ years of work experience. A min of 2-3 years experience in Account Management, Client services etc. and the rest in client management, service delivery, leadership roles in Operations, WFM, Quality, etc Bachelor's degree in education, training, or a related field. Excellent communication and presentation skills. Ability to work independently and as part of a team. Ability to manage multiple projects simultaneously. Ability to work under pressure and meet deadlines. Strong analytical and problem-solving skills. Flexible working hours (coverage till midday PST hrs) Proven track record of successfully leading process improvement initiatives, resulting in measurable outcomes. Desired Skills : Project management skills Stakeholder Management Negotiation skills Conflict resolution skills Six Sigma Green Belt certifications or Lean Six Sigma certification M.B.A degree preferred Project Management certified
