26 to 50 of 93 Escalation Management Jobs in England

individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed, and QBTime. We focus on being effective and efficient, eliminating customer friction, expanding our value, and driving experience management outcomes. Joining the Customer Success team as a Customer Support & Service Specialist (Customer Supportability Professional 1) involves collaborating across the EMEA region, understanding customer pain points, and advocating for … to address customer and business issues swiftly. On a typical day, you'll support front-line experts with product bugs, emerging issues, and escalations. You'll serve as the escalation point for product issues, leading investigations to resolution. Additionally, you'll support innovation and incident management with a strategic perspective, ensuring strong cross-functional partnerships to prioritize changes. … time to resolve (MTTR), ensuring faster, more effective handling of customer-impacting issues. Note: Our teams work three days a week in our London office. Responsibilities: Act as the escalation and investigation lead for complex or persistent product issues Perform root cause analysis and identify trends across customer contacts Raise and prioritize product issues using data-backed insights Support More ❯

coordinate all implementation activities of the Agentic squads. and support the Program Manager and Program Head in the analysis and resolution of emergent risks and/or issues. Iteration Management: Manage iteration backlog, oversee execution of iterations and iteration releases, facilitate testing, and client sign-off. Progress Monitoring: Monitor the Business Case progression and report status to the Program … Leadership in accordance with a defined communication plan for each, including tracking and reporting of the program Key Performance Indicators (KPIs), risks, issues and financials. Change Control/Management: Manage and document changes to the program's scope, schedule, and budget. Escalation Management: Escalate exceptions to senior management where observed. An exception may be a significant … deviation from the schedule or resource plan, critical risks and issues, or non-standard methodology/documentation approaches. Transition Management: Plan for and facilitate a smooth transition of program deliverables to deployment stage and/or operational support teams. Methodology Adherence: Ensure that the program proceeds in accordance with the agreed program/project methodology and that all team More ❯

concerns and reporting potential KPI misses to the Head of Customer Service. Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training. You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance. … setup, and access to necessary tools. A proactive approach to managing workloads to ensure team KPIs are met is crucial to success in this role. Essential: Leadership and team management - Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture. Strong communication skills - Proficiency in … both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed. Problem-solving and escalation management - Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries. Time management and organization - Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring More ❯

continuous improvement Manage post go-live support with a focus on data analytics, technical optimization and ongoing product education Serve as the main point of contact for technical incident management, translating complex issues for non-technical stakeholders and driving swift resolution Build strong, trust-based client relationships, acting as a strategic partner throughout the merchant lifecycle About you: Strong … project management skills with experience in fintech and payments Technical proficiency to understand and troubleshoot platform issues, with the ability to communicate technical information clearly to clients Data analysis capabilities to monitor performance and identify optimization opportunities Excellent interpersonal skills to build lasting client relationships and manage cross-functional collaboration Proactive problem solver with experience in incident and escalation management Languages: German or other languages are beneficial What happens next? Selected candidates will be invited for an initial interview with our Talent Acquisition representative. The video meeting will take about 30 minutes. Then it's time for a second interview! The meeting will be conducted by our Department Lead and will be 30 minutes. As a last More ❯

Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM. Your Impact Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering) Build … in-line with overall organizational goals Qualifications Your Experience 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting 3+ years of experience in people management role Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with More ❯

Manager, Customer Success for the SASE business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM. Your Impact Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering) Build … in-line with overall organizational goals Qualifications Your Experience 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting 3+ years of experience in people management role Strong consulting and project management skills, with shown results working as a trusted advisor to drive business value for customers, including the ability to work well with More ❯

s product features, solutions, and best practices. Job description and responsibilities: You will closely partner with Neo4j’s Customer Success, Solution Engineering and cross-functional teams such as Product Management, Engineering, Sales, Renewals, Technical Support and Professional Services to help our customers accelerate time to value, maximise product adoption, and achieve their overall business objectives. Your responsibilities will include … our CSMs and SEs to host/participate in regular meetings and provide technical guidance based on the customer audience’s expectations (ie. Advisory Sessions, QBR, Executive Briefing, or Escalation Management). Maintaining an awareness of the customer’s unique implementations and project milestones, and disseminating that knowledge to other resources throughout Neo4j, as needed. Utilizing this awareness … building, and maintaining trusted relationships at all decision levels within assigned accounts. Managing multiple customers and tasks simultaneously. Advocating on behalf of our customers within Neo4j, particularly with Product Management and Product Engineering for the successful execution of our customers’ enterprise solutions. Being able to quickly learn new technologies and explain Neo4j software features and graph concepts to customers More ❯

Service Delivery Manager/Account Manager to strengthen client relationships, oversee project delivery excellence, and drive long-term customer success. The Opportunity In this dual Service Delivery and Account Management role, you will: •Act as the key interface between our clients and internal delivery teams. •Own the successful delivery of technology projects and ongoing services. •Drive customer satisfaction, retention … end service lifecycle for assigned client accounts. •Proactively manage service performance, SLAs, and KPIs. •Lead service reviews and regular check-ins with clients. •Act as the first point of escalation for service-related issues. •Ensure timely resolution of incidents, problems, and change requests. Account Management: •Build deep, trusted relationships with client stakeholders at all levels. •Understand clients’ business … upsells, and client satisfaction metrics. •Identify risks to retention or growth early and develop mitigation strategies. About You •3–6+ years experience in service delivery, client success, technical account management, or similar roles within technology or consultancy. •Strong background in SaaS, cloud, infrastructure, or enterprise software services. •Exceptional client relationship management skills. •Ability to manage multiple client accounts More ❯

new heights. With ambitious growth plans, we aim to expand our already impressive range of products. The Incident Manager plays a pivotal role in developing and maintaining robust incident management processes throughout our organisation. This position goes beyond merely implementing best practices; it encompasses taking the helm during significant incidents across various platforms and regions, championing continuous improvement through … in-depth Root Cause Analysis (RCA) and swift resolution of actions. The Role: Drawing on your previous experience in implementing incident management processes, you'll be responsible for shaping and enhancing our current framework, collaborating with stakeholders across the organisation to optimise our approach to live incident management. You will engage at multiple levels, from orchestrating the resolution of … Your mission is to empower the business to elevate its response, reaction, and resolution strategies for major incidents, leading to improvements in our software, customer experience, and communication. Incident Management Process Implementation: Create and implement a resilient incident management process to effectively tackle incidents across our various platforms. Incident Response, Resolution and Communication: Take the helm in leading More ❯

Implementation Coordination: Lead and coordinate all implementation activities of the Agentic squads and support the Program Manager and Program Head in analyzing and resolving emergent risks and issues. Iteration Management: Manage iteration backlog, oversee execution of iterations and releases, facilitate testing, and obtain client sign-off. Progress Monitoring: Monitor the Business Case progression and report status to the Program … Leadership according to a defined communication plan, including tracking and reporting KPIs, risks, issues, and financials. Change Control/Management: Manage and document changes to the program's scope, schedule, and budget. Escalation Management: Escalate significant deviations, critical risks, issues, or non-standard approaches to senior management. Transition Management: Plan for and facilitate smooth transition of … with team training and certification. Reporting: Develop and maintain comprehensive documentation and reports, including status reports, risk assessments, and performance metrics. Qualifications: Proven experience in program controls and project management, especially in software and AI technology development. Experience supporting Software Engineers, Product Managers, and Product Owners. Effective leadership and team management skills. Strong communication and interpersonal skills. Proficiency More ❯

coordinate all implementation activities of the Agentic squads. and support the Program Manager and Program Head in the analysis and resolution of emergent risks and/or issues. Iteration Management: Manage iteration backlog, oversee execution of iterations and iteration releases, facilitate testing, and client sign-off. Progress Monitoring: Monitor the Business Case progression and report status to the Program … Leadership in accordance with a defined communication plan for each, including tracking and reporting of the program Key Performance Indicators (KPIs), risks, issues and financials. Change Control/Management: Manage and document changes to the program's scope, schedule, and budget. Escalation Management: Escalate exceptions to senior management where observed. An exception may be a significant … deviation from the schedule or resource plan, critical risks and issues, or non-standard methodology/documentation approaches. Transition Management: Plan for and facilitate a smooth transition of program deliverables to deployment stage and/or operational support teams. Methodology Adherence: Ensure that the program proceeds in accordance with the agreed program/project methodology and that all team More ❯

coordinate all implementation activities of the Agentic squads. and support the Program Manager and Program Head in the analysis and resolution of emergent risks and/or issues. Iteration Management: Manage iteration backlog, oversee execution of iterations and iteration releases, facilitate testing, and client sign-off. Progress Monitoring: Monitor the Business Case progression and report status to the Program … Leadership in accordance with a defined communication plan for each, including tracking and reporting of the program Key Performance Indicators (KPIs), risks, issues and financials. Change Control/Management: Manage and document changes to the program's scope, schedule, and budget. Escalation Management: Escalate exceptions to senior management where observed. An exception may be a significant … deviation from the schedule or resource plan, critical risks and issues, or non-standard methodology/documentation approaches. Transition Management: Plan for and facilitate a smooth transition of program deliverables to deployment stage and/or operational support teams. Methodology Adherence: Ensure that the program proceeds in accordance with the agreed program/project methodology and that all team More ❯

has built a reputation for excellence with recent examples of being named the most trusted company for customers. To deliver on this reputation for trust the Selling Partner Incident Management team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new … solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems. The Escalation Management and Prevention team designs and implements policies, tools and technology innovations to protect customers. Our team is looking for leaders to take ownership of these various areas and deliver on critical and high visibility projects. We … using data to analyze trends, predict and fix problems before they happen. Use high-level judgment to own our most complex enforcement decisions. Basic qualifications - 5+ years of people management experience, working in risk, fraud or compliance organizations - Bachelor's degree - Exceptional written communication skills - Able to write, clearly and succinctly - Exceptional ownership and bias for action - Willing to More ❯

key strategic area for the organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a key leadership role that will … simplify processes, and simultaneously support multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential to success in this role. … Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

key strategic area for the organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a key leadership role that will … simplify processes, and simultaneously support multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential to success in this role. … Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

key strategic area for the organisation and the leader for this program must be able to build on the momentum. This role will lead the Infrastructure team through the management of their Cloud Infrastructure Initiatives Portfolio. This includes managing current initiatives as well as defining the vision for our program execution. This is a key leadership role that will … simplify processes, and simultaneously support multiple projects impacting a growing global organisation. This role requires excellent communication and organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints. Maturity, curiosity, creative problem-solving, and team leadership are all essential to success in this role. … Key Responsibilities Program Management: Oversee large, complex cross-functional initiatives through the project life cycle Work closely with initiative sponsors and stakeholders to understand the functional strategy, define scope and deliverables, and ensure funding and staffing are planned and available to meet program delivery goals Develop business and technical project plans and ensure that all initiatives within the portfolio More ❯

Description Please note - this role can be hybrid from our Hartlepool or Chippenham Office. Responsibilities Develop and own the end-to-end process & delivery within NEC for Major Incident Management The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team. … compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits. Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies Work very closely with other process managers to ensure a full ITIL aligned end … Provide Major Incident reporting as required by each contract A strong communicator both verbally and written at both a technical and stakeholder level. An understanding of ITIL Major Incident management techniques. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for More ❯

global financial institution? Then bring your knowledge in Counterparty Credit Risk and your skills in data analysis & problem-solving to Citi's Product Development team, focused on Institutional Credit Management (ICM). Team/Role Overview Institutional Credit Management provides integrated end-to-end credit underwriting and credit risk management for Citi's wholesale businesses. This data … whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive. Job Family Group: Risk Management Job Family: Portfolio Credit Risk Management Time Type: Full time Most Relevant Skills Analytical Thinking, Constructive Debate, Escalation Management, Industry Knowledge, Policy and Procedure, Policy and More ❯

concerns and reporting potential KPI misses to the Head of Customer Service. Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training. You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance. … Monday - Friday, with occasional Saturday (paid overtime) required (1 Saturday in 7). Salary: £35,000 - £40,000 (+ £6,000 annual performance bonus) Requirements Essential: Leadership and team management - Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture. Strong communication skills - Proficiency in … both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed. Problem-solving and escalation management - Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries. Time management and organization - Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring More ❯

for removal of systemic blockers to change, and helping our stakeholders look around corners by consulting on product requirements. BASIC QUALIFICATIONS * Experience in digital advertising services or ad tech * Management experience * Proven track record of influencing internal and external stakeholders and impeccable communication skills across multiple leadership levels of an organization and experience building and delivering large-scale strategic … Track record in the effective and efficient delivery of customer experience improvements through service enhancements, product automation, and process improvements * Ability to anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, and make tradeoffs * Strong analytical skills and be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions. More ❯

for removal of systemic blockers to change, and helping our stakeholders look around corners by consulting on product requirements. BASIC QUALIFICATIONS Experience in digital advertising services or ad tech Management experience Proven track record of influencing internal and external stakeholders and impeccable communication skills across multiple leadership levels of an organization and experience building and delivering large-scale strategic … Track record in the effective and efficient delivery of customer experience improvements through service enhancements, product automation, and process improvements Ability to anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, and make tradeoffs Strong analytical skills and be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions. More ❯

Senior Business Analyst (Investment Management) Join to apply for the Senior Business Analyst (Investment Management) role at MS Amlin Senior Business Analyst (Investment Management) Join to apply for the Senior Business Analyst (Investment Management) role at MS Amlin *** PLEASE NOTE; Experience within investment management or investment operations is essential for this role *** Location: London Contract … Role We are looking for an experienced Senior Business Analyst with a thorough understanding of Investments and the ability to interrogate and understand data to join our expanding Investment Management Change Team. This is a hands-on role and the ideal candidate will have a technical background that they are able to apply to solving business problems and the … We’re made up of four distinct businesses covering Global Reinsurance, Lloyds Franchise, Local Specialty Insurer, and Business Services . This role sits within MS AIML, the regulated investment management company of the MS Amlin brand (MSA). MSA is wholly owned by the MS&AD Group. The investment clients of MS AIML include MSA companies and others in More ❯

Hamme, Belgium we develop & build game-changing mechatronic solutions that improve the efficiency and sustainability that Customers have come to expect from Amazon's retail business. Key job responsibilities Management/Coordination/Reporting - Strategically directing & delivering projects by providing vision & guidance to a project core team within the framework set by leadership - Coordinating cross-discipline activities and ensuring … status reports on goal achievement to leadership - Ensuring quality & timeliness of project development process (PDP) deliverables, reporting & gates reviews Technical - Driving technical decision taking & escalations to a conclusion Risk management and escalation - Capturing project risks and driving mitigation plans - Seeking approval for deviations from standard PDP - Escalating issues & risks to senior leadership BASIC QUALIFICATIONS - Technical Project management skills and thorough understanding of project management principles - Thorough understanding of PDP and underlying processes (FMEA, requirements mgmnt, APQP,...) - Organizational awareness and Financial acumen - Technical understanding of applicable products & components PREFERRED QUALIFICATIONS - Experience with risk and escalation management - Experience with company resource planning Amazon is an equal opportunities employer. We believe passionately that employing a More ❯

Ironclad is the contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L'Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into … a complex NDA. Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We're a leader in the Forrester Wave for Contract Lifecycle Management . We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places … or follow us on LinkedIn and Twitter . Implementation at Ironclad: Join our team and play a pivotal role in the successful adoption of Ironclad's leading Contract Lifecycle Management (CLM) platform by our largest and most strategic EMEA-based clients. As a Senior Implementation Manager, you will be the driving force behind complex, high-impact implementations. You'll More ❯

start-up and will engage in B2B sales generation working with businesses in the UK. We are reinventing everything from go-to-market strategy to lead generation to account management, and looking for a Sales rep that can partner with Product Management and Tech as we scale this new solution from local to nationwide. The successful Sales Representative … well as marketing qualified leads. Measure performance, articulate root-cause analysis, and link to specific improvement areas. Relay market needs and requirements back to internal Amazon teams including Product Management and Technical. Track your progress and manage through obstacles to achieve your objectives. Analyse the current purchasing processes and evaluate opportunities for solutions to improve end user experiences, reduce … view to building long-term service capabilities. Seek opportunities to expand business relationship across other Amazon entities to drive value for customer. Assess program risks, anticipate challenges, and provide escalation management when necessary. Meet or exceed targets for customer and/or feature spend adoption. Identify prioritisation and trade-offs for meeting adoption and revenue targets. This role More ❯