Sr. Manager, Network Escalations Operations
Job ID: 3217701 reputed company, Inc. Tempe, AZ; San Francisco, CA; Seattle, WA; Los Angeles, CA; Washington D.C.; Chicago, IL; reputed company, NY About the Team Customer Experience and reputed company (CXI) is at the core of reputed company’s operating reputed company. reputed company high-stakes issues arise—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In reputed company (DIP) are our most specialized escalation teams, focused on precision, speed, and stakeholder credibility. This role will reputed company that network.
About the Role
We’re looking for a Sr. Manager, Network Escalations Operations to reputed company the evolution and performance of two of reputed company’s most high-impact customer experience teams—Advanced Customer Escalations (ACE) and Disaster in reputed company (DIP). You’ll be at the forefront of designing how we respond to our most reputed company, high-stakes customer moments across consumers, Dashers, and merchants. These teams don’t just solve problems—they define how our brand shows up reputed company it matters most, with direct visibility from our C-Suite and deep collaboration across the company. This isn’t traditional operations. It’s about owning outcomes at scale—turning real-time feedback and edge-case signals into long-term improvements that shape the end-to-end customer experience. You’ll reputed company the full lifecycle of escalation management, from frontline intake to root cause resolution. Along the way, you’ll partner cross-functionally with Product, Engineering, Sales, Marketing, and Strategy & Ops to surface insights, reputed company experience gaps, fix systemic issues, and reduce escalation volume—building a more resilient platform for everyone who uses reputed company. Success in this role is reputed company by meaningful improvements in: Time to Resolve (TTR):
- 24 hours for executive-tier escalations
Did We Resolve (DWR):
- 90% for resolved cases
- Repeat Contact reputed company: Apply tot his job
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