[Hiring] Risk and Escalations Department Head @True Vet Solutions

Role Description

The Risk and Escalations Department Head serves as the senior executive responsible for managing high-severity customer risks, operational threats, and customer escalations. Working closely with Chief Executive Officer, Executive Leadership, and Directors, the Risk and Escalations Department Head ensures the organization operates in accordance with applicable laws, regulations, corporate policies, and the highest standards of ethical conduct.

What you'll own

• Escalations: Take point on upset and disgruntled customers. Talk them down, resolve the underlying issue, and get them to a place where they’re satisfied.
• Exceptional risk customers: Identify and manage full process for Veterans in especially vulnerable situations, such as those in hospice, facing a terminal diagnosis, experiencing homelessness, or in other vulnerable groups. Make sure they get the right care and urgency from start to finish.
• Gray-area cases: Own the customers who don’t cleanly fall into either bucket. Act as the project manager between the two, decide the most appropriate way to handle the customer, and coordinate with whichever departments are involved.
• Build and run a centralized view of all flagged customer risks.
• Analyze escalation trends and feed insights back into internal policies to stop recurring issues.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
• 5+ years leading complex enterprise escalations, technical account management, or high-severity incident responses.
• Strong data entry skills with attention to detail.
• Ability to effectively communicate via phone and email.

Requirements

• Available Monday–Friday, core hours in a U.S. time zone.

Benefits

• Remote-first work, from anywhere in the USA.
• Employer-sponsored medical, dental, and vision coverage.
• Paid time off and company-wide holidays.
• Hospitality experiences and team gatherings that make remote feel connected.