[Hiring] Client Assurance Resolution Leader @Ahead

Role Description

The 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 Delivery organization. This role ensures that client-impacting issues are swiftly contained, root causes are identified, and long-term corrective actions are implemented through disciplined quality and service improvement practices. 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.

Roles & Responsibilities

• Escalation Leadership & Resolution Management
  • Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution.
  • Serve as the single point of accountability for escalation resolution, 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.

Qualifications

• Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred).
• 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting.
• Proven success managing complex client escalations and driving cross-functional process improvement initiatives.

Requirements

• Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem.
• Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent).
• Excellent leadership, facilitation, and executive communication skills.
• Analytical, data-driven thinker with the ability to translate insights into actionable improvements.
• Highly organized, with the ability to manage multiple priorities under pressure.
• Skilled at fostering a culture of accountability, learning, and continuous improvement.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more! See benefits here for additional details.