Role OverviewThe Vice President of Escalations is a pivotal role that establishes confidence, stability, and predictability in addressing significant issues that impact customers, partners, and internal operations. This executive position is the company’s leading authority on escalation management, ensuring the swift, professional resolution of intricate service, delivery, billing, and carrier-related escalations, all while fostering cross-departmental collaboration. The focus is on enhancing resolution speed, clarity of communication, and addressing the root causes that lead to escalations.Key ResponsibilitiesLeadership in Escalation ManagementAssume responsibility for escalated issues from customers and partners that necessitate senior-level intervention.Facilitate rapid and effective resolution of delivery, service-impacting, billing, and carrier-related escalations.Establish clear expectations, authority, and accountability among all teams involved in the escalation response process.Engage directly with enterprise clients, partners, and carriers when senior-level escalation involvement is essential.Operational Excellence and Root Cause AnalysisIdentify operational and commercial shortcomings contributing to escalations and initiate permanent corrective actions.Ensure that each escalation yields actionable insights that enhance processes, systems, and training standards.Work closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to prevent recurring issues.Effective Communication and Stakeholder EngagementAct as the principal escalation contact for partners, customers, Channel Managers, and the AireSpring executive team.Provide clear, precise communication that aligns with expectations at the executive level during each escalation.Develop communication protocols that eliminate the need for repeated updates from customers, partners, or internal teams.Build trust with senior stakeholders through consistent, clear, and disciplined follow-through.Performance Tracking and AccountabilityMonitor KPIs centered on resolution time, communication effectiveness, customer impact, and reduction of recurrence.Deliver regular updates to the COO and CEO, providing insights and proactive action plans.Ensure that the escalation function operates with the highest standards of discipline and consistency.Workflow and Systems ManagementOversee the escalation intake and tracking systems, including the Power App escalation platform.Ensure that workflows adhere to standardized severity levels, SLAs, and routing protocols.Promote system-driven escalation management to minimize manual tracking and improve operational efficiency.Cross-Functional CollaborationRemove silos that may hinder or complicate issue resolution processes.Drive alignment and cooperation among departments to enhance overall operational effectiveness.
Feb 20, 2026