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Pyramid Consulting, Inc · 1 day ago

Escalations Recovery PM

United States

Contract

Remote

Senior Level

$55/hr - $62/hr

Pyramid Consulting, Inc is a leading IT industry company, and they are seeking an Escalations Recovery PM. The role focuses on supporting new product launches and involves designing multi-channel outreach experiences to address service failures, ensuring customer satisfaction, and driving measurable business outcomes.

ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency

Growth Opportunities

H1B Sponsor Likely

Responsibilities

This role will have a focus supporting our organization on new product launches

Outreach serves both to address the service failure and to make the customer feel genuinely cared for

This role comprises designing and/or executing e2e multi-channel outreach experiences both for planned/known service failures - for example, W-2 import failure - as well as unplanned/unknown service failures - such as product defects

This leader will partner with other critical functions like Product, PD, Design, Data, and Marketing to ensure we are collectively designing experiences that deliver complete confidence - and when there is a setback in the customer experience, our proactive, multi-channel service recovery outreach turns failure into opportunities for loyalty and delight

You will be writing empathic comms under incredibly tight timelines, executing hypothesis-driven experiments, uncovering customer-driven insights, and leading competitive benchmarking using customer-driven innovation frameworks

You will own the strategy and execution framework for new outbound engagement models as measured by speed to execution, communication open rate, auth rate, retention, resolution, conversion, and abandon rate

Your innovative leadership will help us think differently and shape our customer-engagement trajectory by working with senior leadership to define strategy, success metrics, and the supporting details of our service recovery plans

Your focus will be to define what •can• be versus expanding or replicating what is already in play

If you are obsessed with solving hard customer problems, have a passion for disruption, thrive in a fast-moving environment, possess a track record of success developing and launching best-in-class care or outreach experiences for consumers, and if you want to work on a team where your work will have a massive positive impact on customers’ lives, we’d like to hear from you!

Qualification

Escalations Recovery PMProject ManagementConsumer-facing ProgramsMulti-channel OutreachStakeholder ManagementWritten CommunicationLeadership

Required

Key Skills: Escalations Recovery PM

Exceptional written communicator, with the ability to adjust tone and voice depending on the situation

Experience leading consumer-facing programs that focus on delivering measurable business outcomes and value

Has driven organizations through rapid growth and understands the criticality of operational excellence

Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross-functional peers in Product Management, Product Development, Marketing, Design and Data to prioritize and drive initiatives forward in a highly matrixed organization

Expertly executes project management tasks including issue and risk management, building complex multi-phase schedules, tracking dependencies and milestones, and communication of overall project status

Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups

Demonstrates leadership through execution amid times of change

Leverages resources outside own group to solve problems and achieve results

Possesses extensive experience managing multi-channel outreach campaigns - email, phone, SMS, push - under tight deadlines

Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions

Sees obstacles as opportunities, not impediments

Possesses strong presentation, verbal and written communication skills, and commands credibility with senior executives

Benefits

Health insurance (medical, dental, vision)

401(k) plan

Paid sick leave (depending on work location)

Company

Pyramid Consulting, Inc

Glassdoor4.2

Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.

Founded in 1996

Alpharetta, Georgia, USA

5001-10000 employees

https://pyramidci.com/

H1B Sponsorship

Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (178)

2024 (112)

2023 (95)

2022 (62)

2021 (50)

2020 (117)