AHEAD · 1 week ago
Escalation and Continued Improvement Leader
United States
Full-time
Remote
Senior Level, Lead/Staff
$130K/yr - $180K/yr
8+ years expAHEAD builds platforms for digital business, focusing on cloud infrastructure, automation, and analytics. The Client Assurance Resolution Leader is responsible for managing critical client escalations and driving continuous improvement in service delivery, ensuring swift resolution of client issues and enhancing quality management practices.
Cloud ComputingInformation TechnologySoftwareStaffing AgencyVirtualization
Responsibilities
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
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
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
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
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
Qualification
Required
Bachelor's degree in Engineering, Information Technology, Business, or related field
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
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
Preferred
Master's degree in Engineering, Information Technology, Business, or related field
Benefits
Medical, Dental, and Vision Insurance
401(k)
Paid company holidays
Paid time off
Paid parental and caregiver leave
Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Company
AHEAD
AHEAD is a solutions-based company that helps clients move to an optimized IT service delivery model.
1001-5000 employees
H1B Sponsorship
AHEAD 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 (24)
2024 (19)
2023 (22)
2022 (20)
2021 (18)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$97.72M2024-05-06Series Unknown· $5.7M
2024-02-15Series Unknown· $43.6M
2023-11-02Series Unknown· $5.77M
Leadership Team
Daniel Adamany
Founder and CEO
S
Stephen Ayoub
Co-Founder and President
Recent News
2025-11-19
Company data provided by crunchbase