Senior Product Operations & Escalation Specialist
- Location
- Norwich, England, United Kingdom
while driving continuous improvement across systems, processes, and support capability. You’ll take full ownership of escalated cases, lead high-quality investigations, contribute to defect management 🐞, and help reduce future issues through insight, documentation, and collaboration 🤝 🛠️ Key Accountabilities & What Success Looks Like 🔎 Case Ownership & Resolution Own and resolve … issues and improved self-resolution 🙌 🔄 Escalation Quality Feedback to Tier 1 on non-essential escalations Success: Reduced unnecessary escalations and stronger Tier 1 quality 📈 🐞 Defect & Bug Management Log and escalate bugs to Tier 3 and Engineering with clear documentation Collaborate on defect prioritisation and backlog reviews Success ...