Escalation Manager

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking an Escalation Manager to bring order, structure, and focused attention to the customer's issue in order to gain complete consumer satisfaction. The Escalation Manager ensures that the customer urgency or loss of customer loyalty due to delivery delay is heard throughout the escalation process, establishes correct expectations, and enforces relief and resolve through effective communication internally and externally. The Escalation Manager will analyze and monitor the customer’s issue to ensure appropriate resources have been engaged to ensure resolution is achieved to customer satisfaction.

Responsibilities:

• Identifying, analyzing, and initiating the escalation process based on the escalation criteria specified by the Lit Services Escalation process.

• Identifying appropriate resources qualified for the task to get the escalated project back on track.

• Management of internal resources for project evaluation and assessment.

• Developing a detailed plan to manage project milestones, ensuring customer satisfaction throughout the process.

• Implementing a customer communication cadence reviewing the root cause of the escalation, and establishing accurate expectations of the project delivery.

• Closing the escalation process once the project is completed successfully, and ensuring customer satisfaction. 

Qualifications:

• Bachelor’s degree and a minimum of five (5) years experience.

• Has working knowledge of Zayo products and  service delivery workflow.

• Must show an ability for carrying out the required service delivery workflow tasks effectively within the accelerated timeline to ensure consumer satisfaction.

• Problem solving ability.

• Meeting service level agreements.

• Project management.

• Performance management and capable of handling escalation staff team of larger numbers.

• Proven ability to manage competing priorities.

• Has a proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment.

• Capable of achieving results which depend on cross functional collaboration.

Estimated Base Salary Range: $66,500 - $95,000 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.