Company Description
BLEND360 is a leading data science and marketing consultancy that helps companies unlock the power of data and technology to drive better outcomes. Our mission is to deliver exceptional value through a unique blend of analytics, technology, and human ingenuity.
Job Description
This is a 4-month contract opportunity!
We are seeking a seasoned Escalation Manager to join our Campaign Experience Practice and work with one of our largest telecommunications Clients.
Main Responsibilities include:
Lead and manage the escalation program for our loyalty campaign, averaging 4,000 tickets per month.
Manage overall program resolution SLA within desired timeframes.
Create and refine SOPs for partner fix teams to effectively resolve the majority of issues outlined below:
Investigating and resolving all eligibility issues and redemption issues, including identifying root causes, and implementing solutions, with development teams to prevent further issues.
Create and refine customer communications for novel and common issues, as needed.
Provide feedback to product and operations management based on learnings to improve efficiency.
Track all development projects that will improve the program’s escalation management.
Working with campaign stakeholders to proactively anticipate and prevent issues related to escalations.
Provide escalation data on a weekly and monthly basis that will include top drivers and insight into patterns and trends.
Qualifications
Bachelors Degree; 3-6 years experience researching escalations and managing escalation programs.
Customer success mindset and proven track record.
Ability to communicate complex ideas effectively verbally to cross-functional groups.
Ability to have difficult conversations with multiple levels within the organization.
Advanced excel skills (Pivot Tables, v and xlookups, etc.).
Smartsheet proficiency.
Ability to work (at a minimum) 9-5 Eastern Time.
Ability to commit to Client Project for at least a year.