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Motion Recruitment · 1 week ago

Escalation Manager

United States

Contract

Remote

Senior Level

$51/hr - $61/hr

5+ years exp

Motion Recruitment is a leader in financial software, and they are seeking an Escalations Recovery Project Manager to lead the strategy and execution of service recovery communications. The role involves collaborating with various teams to deliver proactive recovery experiences during product launches and service failures.

Information TechnologyRecruitingStaffing Agency

No H1B

Hiring Manager

Sam Mocherman

Responsibilities

Design and execute end-to-end multi-channel service recovery outreach for planned and unplanned service failures

Lead outbound engagement strategies with a focus on speed, empathy, and customer confidence

Partner cross-functionally to deliver aligned, customer-first recovery experiences

Own engagement frameworks and success metrics including open rate, retention, resolution, and conversion

Manage complex, multi-phase projects including timelines, risks, dependencies, and status reporting

Qualification

Outbound MarketingProject ManagementCross-functional LeadershipMulti-channel OutreachService RecoveryCustomer-obsessed Mindset

Required

5–10 years of experience in a services-based or SaaS organization

3+ years influencing outbound marketing or service recovery outreach

Proven experience delivering measurable, consumer-facing programs

Strong project management and cross-functional leadership skills

Experience managing multi-channel outreach (email, phone, SMS, push)

Customer-obsessed mindset with the ability to thrive in fast-paced, ambiguous environments

Benefits

Paid holidays

Company

Motion Recruitment

Glassdoor3.5

Motion Recruitment, a Kelly® Company, delivers IT Talent Solutions for Contract, Direct Hire, Managed Solutions and Statement of Work to all of North America from our 21 delivery centers.

Founded in 1989

Boston, Massachusetts, USA

501-1000 employees