AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Client Assurance Resolution Leader is responsible for driving the end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD’s Service Deliver organization.
This role ensures that client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices. The Resolution Leader acts as the central point of accountability during high-visibility situations—bridging AHEAD’s delivery, engineering, and client success teams to restore confidence, strengthen relationships, and drive sustainable improvements.
Duties & Responsibilities:
Escalation Leadership & Resolution Management
Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution.
Serve as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success.
Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences.
Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.
Quality Management & Root Cause Analysis
Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents.
Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions.
Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS).
Lead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model.
Continual Improvement & Process Excellence
Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery.
Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks.
Develop and execute improvement plans aligned with AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates).
Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.
Client Communication & Advocacy
Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process.
Represent client perspectives in internal governance meetings and improvement forums.
Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.
Governance, Metrics & Reporting
Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction.
Prepare and present executive summaries and performance insights to leadership and governance boards.
Ensure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards.
Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.
Education & Experience:
Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred).
8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.
Proven success managing complex client escalations and driving cross-functional process improvement initiatives.
Knowledge, Skills, & Abilities:
Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem.
Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent).
Excellent leadership, facilitation, and executive communication skills.
Analytical, data-driven thinker with the ability to translate insights into actionable improvements.
Highly organized, with the ability to manage multiple priorities under pressure.
Skilled at fostering a culture of accountability, learning, and continuous improvement.
Additional Information
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Estas cookies son necesarias para que el sitio web funcione y no se pueden desactivar en nuestros sistemas. Puede configurar su navegador para bloquear estas cookies, pero entonces algunas partes del sitio web podrían no funcionar.
Seguridad
Experiencia de usuario
Cookies orientadas al público objetivo
Estas cookies son instaladas a través de nuestro sitio web por nuestros socios publicitarios. Estas empresas pueden utilizarlas para elaborar un perfil de sus intereses y mostrarle publicidad relevante en otros lugares.
Google Analytics
Anuncios Google
Utilizamos cookies
🍪
Nuestro sitio web utiliza cookies y tecnologías similares para personalizar el contenido, optimizar la experiencia del usuario e indvidualizar y evaluar la publicidad. Al hacer clic en Aceptar o activar una opción en la configuración de cookies, usted acepta esto.
Los mejores empleos remotos por correo electrónico
¡Únete a más de 5.000 personas que reciben alertas semanales con empleos remotos!
