Job Description

Role Summary
The Vice President of Escalations is responsible for building confidence, stability, and predictability across high impact issues that affect customers, partners, and internal operations. This position serves as the company’s senior authority for escalation management, ensuring that complex service, delivery, billing, and carrier related escalations are resolved quickly, professionally, and with cross departmental alignment. The role prioritizes resolution velocity, communication clarity, and systemic correction of the gaps that create escalations.

Primary Responsibilities

Escalation Leadership and Resolution Control
Take ownership of escalated customer and partner issues requiring senior involvement.
Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations.
Set expectations, decision rights, and accountability across all teams involved in escalation response.
Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required.

Operational Discipline and Root Cause Management
Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
Ensure each escalation produces actionable learnings that strengthen process, system, and training standards.
Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.

Communication and Stakeholder Management
Serve as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team.
Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
Establish communication standards that eliminate the need for customers, partners, or internal teams to seek repeated updates.
Build trust with senior stakeholders through clarity, consistency, and disciplined follow through.

Performance and Accountability Management
Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction.
Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
Ensure the escalation function operates with enterprise grade discipline and consistency.

Workflow and Systems Leadership
Oversee the escalation intake and tracking platforms including the Power App escalation system.
Ensure workflows follow standardized severity levels, SLAs, and routing logic.
Ensure system driven escalation management replaces manual tracking and operational noise.

Cross Functional Alignment
Remove departmental barriers that might otherwise slow or complicate issue resolution.
Drive synchronized workstreams during escalations with shared context and aligned priorities.
Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.

Qualifications

Required
Telecom background with direct experience working with carriers, circuit delivery, provisioning, or NOC environments.
Experience in Service Delivery or a comparable operational environment where customer lifecycles, site level workflows, or complex delivery processes were core responsibilities.
Ten or more years of operational or leadership experience in telecom, managed services, or similar technical fields.
Demonstrated ability to lead complex escalations across multiple departments.
Strong operational judgment with the ability to make rapid, credible decisions under pressure.
Excellent communication skills suited for position level interaction with customers, partners, CMs, and internal leadership.
Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements.

Preferred
Experience with carrier escalation pathways and enterprise customer success models.
Familiarity with workflow automation, Power Platform, and structured escalation systems.
Leadership experience managing multidisciplinary operational or technical teams.

Leadership Profile
Demonstrates strong ability to work effectively with customers, partners, and Channel Managers utilizing the Triple Acknowledge, Align, Act communication method to build trust and reduce noise.
Calm, structured, and direct in high pressure situations.
Strong operational instincts and judgment with the ability to drive rapid resolution.
Transparent and consistent communicator who maintains clarity even in complex escalations.
Confident and credible in position level discussions with customers, partners, and carriers.
Resolves issues quickly and permanently with a commitment to eliminating root causes rather than firefighting.
Leads with accountability, urgency, and disciplined cross functional coordination.

Additional Information

All your information will be kept confidential according to EEO guidelines.