Associate Director, Data Service Management & Complex Escalations

Associate Director, Data Service Management & Complex Escalations

Responsibilities

• Lead enterprise service intelligence and complex escalation management for customer-critical Data Estate issues
• Own and manage the complex-escalation queue, including triage, assignment, stakeholder mobilization, progress tracking, customer-impact assessment, and closure
• Coordinate issues that cross multiple data domains, products, systems, operating teams, or accountable owners while maintaining end-to-end oversight of complex cases
• Convene Product, Engineering, Operations, Client Service, Sales, Governance, and domain subject-matter experts to diagnose high-impact problems, confirm ownership, and drive durable resolution
• Establish consolidated reporting on ticket voltages, aging, service-level performance, reopen rates, ownership gaps, escalation patterns, unresolved dependencies, and emerging customer risks
• Develop executive-ready summaries and briefings that clearly explain the issue, customer impact, root cause, current action, required decisions, residual risk, and next update
• Lead responsible AI-enabled service intelligence by defining business requirements, controls, acceptance criteria, and human review expectations for AI-supported ticket and escalation processes
• Govern service standards for classification, ownership, severity, priority, escalation, status definitions, closure criteria, SLA exclusions, exception reasons, and scorecard reporting
• Lead business design and enhancement priorities for the Salesforce-Jira service-management ecosystem, including workflow improvements, automation opportunities, reporting requirements, rollout readiness, and user validation

Education

• Bachelor’s degree in Business, Data Management, Information Systems, Computer Science, Operations Management, or a related field required; equivalent professional experience may be considered. Advanced degree or relevant certifications in data governance, service management, AI, analytics, project management, or process improvement preferred

• About the Team

• The Data Estate service management and complex escalations function provides enterprise visibility, coordination, and governance for customer-critical data issues. The team connects evidence from tickets, escalations, service performance, and stakeholder feedback to improve data quality, operational effectiveness, product readiness, and customer outcomes across Moody’s. Working across Data Operations, Product, Engineering, Client Service, Sales, Data Governance, and domain teams, this function helps ensure complex issues are correctly owned, transparently managed, and resolved through coordinated action. The team also advances Moody’s AI-first strategy by responsibly applying AI-enabled service intelligence to improve routing accuracy, issue summarization, pattern detection, executive reporting, productivity, and recurrence prevention while preserving appropriate human judgment and control.

• Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

• Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.