Area Resilience Specialist

The Area Support Lead role is designed to strengthen resilience for customers and the area overall. As such, the incumbent will require technical ability, understanding of operational health, and the ability to manage relationships effectively when there is ambiguity, uncertainty, and pressure.

This individual should be able to demonstrate leadership in ambiguous situations, with the ability to make decisions and approach challenging situations with a clear strategy. They should be able to problem-solve and collaborate with colleagues and be able to adapt to changing circumstances.

The ideal candidate will have a strong executive presence, with confidence, effective communication skills, and the ability to maintain control in challenging situations. They should be able to make a good impression and communicate confidence, while also seeking feedback and demonstrating strategic thinking.

This role requires crisis management skills, including coordinating crisis response during high-impact service incidents and triaging and coordinating between stakeholders. The successful candidate will also be responsible for managing key customer escalations and restoring confidence with key customers.

The Area Support Lead will work closely with relevant teams and customers to drive systemic improvement in customer health and resiliency. This will involve consulting with v-teams and customers to identify opportunities for process improvement and incorporating automation where necessary to increase efficiency and effectiveness of processes.

In addition, the incumbent will be responsible for managing systemic issues that are creating dissatisfaction for customers and ensuring that feedback is directed to the appropriate resources for management.

• Crisis Management: Coordinating crisis response during high-impact service incidents and triaging and coordinating between stakeholders.
• Key Customer Escalation Management: Managing key customer escalations and restoring confidence with key customers.
• Systemic Issue Management: Managing systemic issues that are creating dissatisfaction for customers and ensuring that feedback is directed to the appropriate resources for management.

The successful candidate will be an experienced leader with a track record of success in crisis management and customer escalation resolution. They will have excellent communication and interpersonal skills and be able to build trust with stakeholders and pivot reactive support conversations into strategic conversations.

This role offers a unique opportunity to work with a talented team and contribute to the development of innovative solutions to drive business outcomes. If you are a motivated and results-driven individual with a passion for crisis management and customer engagement, we encourage you to apply for this exciting opportunity.

• Experience in crisis management and customer escalation resolution.
• Excellent communication and interpersonal skills.
• Ability to build trust with stakeholders and pivot reactive support conversations into strategic conversations.
• Track record of success in driving business outcomes through innovative solutions.

This role offers a range of benefits, including:

• A competitive salary and bonus structure.
• A comprehensive benefits package, including medical, dental, and vision insurance.
• A generous paid time off policy.
• Opportunities for professional development and growth.

We are a leading organization dedicated to delivering exceptional customer experiences. Our team is passionate about innovation and committed to driving business outcomes through creative solutions.