Role Summary
The Vice President of Escalations is responsible for building confidence, stability, and predictability across high impact issues that affect customers, partners, and internal operations. This position serves as the company’s senior authority for escalation management, ensuring that complex service, delivery, billing, and carrier related escalations are resolved quickly, professionally, and with cross departmental alignment. The role prioritizes resolution velocity, communication clarity, and systemic correction of the gaps that create escalations.
Primary Responsibilities
Escalation Leadership and Resolution Control
Take ownership of escalated customer and partner issues requiring senior involvement.
Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations.
Set expectations, decision rights, and accountability across all teams involved in escalation response.
Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required.
Operational Discipline and Root Cause Management
Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
Ensure each escalation produces actionable learnings that strengthen process, system, and training standards.
Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.
Communication and Stakeholder Management
Serve as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team.
Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
Establish communication standards that eliminate the need for customers, partners, or internal teams to seek repeated updates.
Build trust with senior stakeholders through clarity, consistency, and disciplined follow through.
Performance and Accountability Management
Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction.
Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
Ensure the escalation function operates with enterprise grade discipline and consistency.
Workflow and Systems Leadership
Oversee the escalation intake and tracking platforms including the Power App escalation system.
Ensure workflows follow standardized severity levels, SLAs, and routing logic.
Ensure system driven escalation management replaces manual tracking and operational noise.
Cross Functional Alignment
Remove departmental barriers that might otherwise slow or complicate issue resolution.
Drive synchronized workstreams during escalations with shared context and aligned priorities.
Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.