Job Description
Program Management
- Escalation Management & Resolution: Serve as the primary point of contact for customer escalations, coordinating with internal stakeholders (Operations, Tech, and wider group) to deliver rapid resolutions or proposed alternatives.
- Issue Triage & Root Cause Analysis (RCA): Triage and manage customer issues/concerns based on severity and complexity, conducting root cause analyses with internal teams and communicating findings and supporting explanations back to the customer.
- Performance Monitoring & Improvement: Proactively track customer performance, intervening when customer satisfaction is at risk, and identifying future gaps or needs that require long-term solutions (e.g., raising Change Requests).
- Stakeholder Communication: Support a co-owned responsibility for continuous improvement by analyzing reporting data, articulating detailed findings in regular customer business reviews, and establishing follow-up and...