Role Purpose

The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives, and intercompany issue resolution within a Shared Services environment. This role owns second‑level escalations, audit coordination, and SOP governance, and serves as a technical escalation resource while driving operational excellence through Root Cause Analysis (RCA), Kaizen, and continuous improvement initiatives.

Key Responsibilities

• Act as owner of all second‑level escalations, ensuring proper tracking, prioritization, and timely resolution.
• Oversee and govern issue-tracking tools (Salesforce, Issue Trackers, RIADs, and others).
• Ensure escalations are properly analyzed, documented, and closed with defined root causes and corrective actions.
• Serve as a technical escalation point for tactical operational issues.
<...