Escalations Recovery PM

Immediate need for a talented Escalations Recovery PM. This is a 06 months contract opportunity with long-term potential and is located in San Diego, CA (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-00419

Pay Range: $55 - $62/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• This role will have a focus supporting our organization on new product launches.
• Outreach serves both to address the service failure and to make the customer feel genuinely cared for.
• This role comprises designing and/or executing e2e multi-channel outreach experiences both for planned/known service failures - for example, W-2 import failure - as well as unplanned/unknown service failures - such as product defects.
• This leader will partner with other critical functions like Product, PD, Design, Data, and Marketing to ensure we are collectively designing experiences that deliver complete confidence - and when there is a setback in the customer experience, our proactive, multi-channel service recovery outreach turns failure into opportunities for loyalty and delight. 
• You will be writing empathic comms under incredibly tight timelines, executing hypothesis-driven experiments, uncovering customer-driven insights, and leading competitive benchmarking using customer-driven innovation frameworks.
• You will own the strategy and execution framework for new outbound engagement models as measured by speed to execution, communication open rate, auth rate, retention, resolution, conversion, and abandon rate.
• Your innovative leadership will help us think differently and shape our customer-engagement trajectory by working with senior leadership to define strategy, success metrics, and the supporting details of our service recovery plans.
• Your focus will be to define what can be versus expanding or replicating what is already in play.
• If you are obsessed with solving hard customer problems, have a passion for disruption, thrive in a fast-moving environment, possess a track record of success developing and launching best-in-class care or outreach experiences for consumers, and if you want to work on a team where your work will have a massive positive impact on customers’ lives, we’d like to hear from you! 

Key Requirements and Technology Experience:

• Key Skills: Escalations Recovery PM
• Exceptional written communicator, with the ability to adjust tone and voice depending on the situation. 
• Experience leading consumer-facing programs that focus on delivering measurable business outcomes and value.
• Has driven organizations through rapid growth and understands the criticality of operational excellence
• Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross-functional peers in Product Management, Product Development, Marketing, Design and Data to prioritize and drive initiatives forward in a highly matrixed organization
• Expertly executes project management tasks including issue and risk management, building complex multi-phase schedules, tracking dependencies and milestones, and communication of overall project status
• Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups
• Demonstrates leadership through execution amid times of change
• Leverages resources outside own group to solve problems and achieve results 
• Possesses extensive experience managing multi-channel outreach campaigns - email, phone, SMS, push - under tight deadlines
• Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions
• Sees obstacles as opportunities, not impediments
• Possesses strong presentation, verbal and written communication skills, and commands credibility with senior executives.

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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