Responsible for leading the Issue Escalation Program Management across Retail Operations, setting strategic vision and driving centralization of program work. Manages comprehensive intake mechanisms for escalation requests, provides data-driven insights through weekly and quarterly business reviews, and delivers executive-level reporting on escalation trends and program performance. Leads cross-functional stakeholder engagement to improve SLA performance and conducts deep-dive analysis on high-impact issues to identify root causes and recommend systemic solutions. Ensures compliance with regulatory requirements while coordinating training and process dissemination for new initiatives. Monitors emerging trends in issue escalations and drives continuous improvement through strategic recommendations and organizational change management.

Key job responsibilities
• Leads Issue Escalation Program Management across Retail Operations, setting the strategic 3-year vision for centralization of program work.
• Creates and manages intake mechanisms to support new escalation requests, updates to existing escalation paths, and provides consulting for dynamic and strategic needs.
• Provides weekly reporting and insights to Weekly Business Reviews (WBRs), delivering data-driven analysis on escalation trends and program performance.
• Leads Quarterly Business Reviews (QBRs) for all Issue Escalations, presenting comprehensive program metrics and strategic recommendations to leadership.
• Delivers monthly snapshot reporting for Operational leaders, highlighting key trends, SLA performance, and high-impact issues.
• Leads cross-functional stakeholder engagement to improve Issue Escalation SLAs, driving continuous improvement initiatives across teams.
• Conducts deep-dive analysis on trends of high-impact issues across stores, identifying root causes and recommending systemic solutions.
• Coordinates the dissemination of escalation processes and training plans for new initiatives and special functions.
• Ensures compliance with all local, state, and federal regulations related to escalation handling and customer issue resolution.
• Remains aware of and informs leadership of emerging trends in issue escalations. Makes process improvement recommendations based on emerging patterns.