Client Assurance Resolution Leader

About the Role

AHEAD's Client Assurance Resolution Leader is responsible for driving the end-to-end management and resolution of critical client escalations while advancing quality, operational excellence, and continual improvement across AHEAD's Service Deliver organization. The Resolution Leader acts as the central point of accountability during high-visibility situations, bridging AHEAD's delivery, engineering, and client success teams to restore confidence, strengthen relationships, and drive sustainable improvements. What You'll Do

• Escalation Leadership & Resolution Management: Lead critical, high-impact client escalations from initiation through closure, serving as the single point of accountability for escalation resolution and coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success. Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences. Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations.

• Quality Management & Root Cause Analysis: Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents. Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions. Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS). Lead post-incident reviews and "lessons learned" sessions to strengthen AHEAD's quality culture and client assurance model.

• Continual Improvement & Process Excellence: Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery. Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks. Develop and execute improvement plans aligned with AHEAD's CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates). Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations.

• Client Communication & Advocacy: Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process. Represent client perspectives in internal governance meetings and improvement forums. Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure.

• Governance, Metrics & Reporting: Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction. Prepare and present executive summaries and performance insights to leadership and governance boards. Ensure alignment with AHEAD's Client Assurance Program, Quality, and Service Excellence standards. Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes. What We're Looking For

• Experience delivering escalation management within complex, cross-functional environments and coordinating delivery, engineering, and client success teams.

• Strong RCA/CAPA capabilities and a data-driven problem-solving mindset.

• Experience partnering with Product, Service Delivery, and Quality teams; familiarity with Quality Management Systems (QMS).

• Excellent stakeholder management, communication, and client advocacy skills.

• Ability to drive continual improvement initiatives and measure outcomes using KPIs.

• Capable of operating in fast-paced, high-visibility settings and facilitating executive-level communications. Compensation & Benefits

• Salary: $130,000 - $180,000 per year (OTE includes base salary and target bonus)

• Benefits: Medical, Dental, and Vision Insurance; 401(k); Paid company holidays; Paid time off; Paid parental and caregiver leave