Vice President of Escalations – MSP, Telecom
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Job Description
Vice President of Escalations overseeing complex service and delivery escalations for Telecom company. Ensuring effective resolution and communication across departments.
Responsibilities:
- 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.
- 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.
- Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
- Build trust with senior stakeholders through clarity, consistency, and disciplined follow through.
- 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.
- Oversee the escalation intake and tracking platforms including the Power App escalation system.
- Ensure workflows follow standardized severity levels, SLAs, and routing logic.
- 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.
Requirements:
- Telecom background with direct experience working with carriers, circuit delivery, provisioning, or NOC environments.
- Experience in Service Delivery or a comparable operational environment where customer lifecycles, site level workflows, or complex delivery processes were core responsibilities.
- Ten or more years of operational or leadership experience in telecom, managed services, or similar technical fields.
- Demonstrated ability to lead complex escalations across multiple departments.
- Strong operational judgment with the ability to make rapid, credible decisions under pressure.
- Excellent communication skills suited for position level interaction with customers, partners, CMs, and internal leadership.
- Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements.
- Experience with carrier escalation pathways and enterprise customer success models.
- Familiarity with workflow automation, Power Platform, and structured escalation systems.
- Leadership experience managing multidisciplinary operational or technical teams.
Benefits:
- All your information will be kept confidential according to EEO guidelines.
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