Senior Manager, GCS - Escalation Prevention

What You'll Do:

• Lead the design and execution of proactive escalation prevention frameworks across global GCS operations. 
• Monitor and interpret operational and escalation trends to identify root causes, systemic risks, and emerging customer friction points. 
• Translate insights into scalable fixes, partnering with operations, analytics, and product teams as needed to drive sustainable outcomes. 
• Support initiatives that reduce Negative Support Experiences and improve resolution quality and timeliness. 
• Evaluate resource needs including building/leading a high-performing team focused on proactive risk identification, issue prevention, and escalated support delivery. 
• Establish measurable goals, OKRs, and KPIs tied to escalation prevention, tracking progress against incident reduction, and prevention impact. 
• Partner with QA and analytics teams to ensure root cause data is consistently accurate, and actionable. 
• Champion cross-team knowledge sharing and operational readiness initiatives that elevate global consistency and quality. 
• Serve as a GCS escalation prevention subject matter expert, contributing insights to broader business initiatives or incident management forums. 
• Support additional initiatives as needed based on evolving business priorities. 

Who You Are:

• Operational Excellence & Hands-On Leadership - Drives end-to-end operational stability and process discipline; translates prevention insights into measurable operational improvements.
• Data-Driven Decision Making & Problem Solving - Uses quantitative and qualitative insights to diagnose patterns, forecast risks, and inform preventive action plans.
• Transformational Leadership - Leads change with clarity and conviction; simplifies complex initiatives into actionable strategies that improve fan and agent experience.
• Customer-First Focus - Prioritizes solutions that elevate the fan experience by preventing recurrence and ensuring timely, frictionless resolution.
• Adaptability & Agility - Adjusts strategies rapidly in response to operational and business shifts, balancing proactive and reactive priorities.
• Effective Communication - Synthesizes complex operational and incident insights into clear, concise narratives for senior stakeholders and frontline teams.

What You've Done:

• 8+ years of experience in global customer service, operations, or related escalation management functions. 
• Proven leadership in large-scale operational improvement or incident prevention initiatives. 
• Strong analytical skills with ability to interpret complex data into actionable insights. 
• Experience working with global BPOs and cross-functional stakeholders. 
• Demonstrated success in driving measurable improvements in NPS, CSAT, and operational efficiency. 
• Excellent communication, influence, and change management capabilities. 

What We Offer:

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.