Escalations Manager At Opteon, we are committed to delivering exceptional customer experiences through innovation, collaboration, and operational excellence. We are seeking an experienced Escalations Manager to serve as the primary point of leadership and resolution for complex customer issues and high-risk operational matters. This role is ideal for a strategic problem solver who thrives in a fast-paced environment, exercises sound judgment under pressure, and is passionate about creating positive outcomes for customers while protecting organizational interests. As the Escalations Manager, you will own the end-to-end management of customer escalations, partnering across teams to investigate issues, mitigate risks, identify root causes, and drive sustainable solutions.
Functional Responsibilities:
Serve as the primary escalation authority for complex customer issues, exercising independent judgment to assess risks, determine resolution strategies, and drive outcomes that optimize the customer experience while supporting company objectives.
Own the complete lifecycle of escalated matters, including prioritization, investigation, stakeholder coordination, resolution planning, communication, and final disposition.
Ensure escalated issues are resolved within established service-level commitments while maintaining high standards of quality and professionalism.
Act as a subject matter expert on operational processes and customer experience matters.
Research and analyze root causes of customer concerns and operational challenges.
Evaluate alternative solutions and implement the most effective course of action for complex, sensitive, or high-risk situations.
Identify trends, recurring issues, and systemic challenges, providing recommendations that improve long-term outcomes.
Manage risk by ensuring no information, documentation, or commentary contributes to a compliance violation.
Partner closely with Operations, Account Success Managers, Compliance, and Leadership teams to drive timely and effective resolution of escalated matters.
Influence decision-making and remove barriers that may impact customer outcomes.
Develop, maintain, and improve documentation related to customer processes, internal procedures, and escalation management practices.
Required Qualifications:
3+ years of experience in customer escalations, customer experience, operations, account management, compliance, or a related field.
Demonstrated ability to independently manage complex customer issues from investigation through resolution.
Strong critical thinking, problem-solving, and decision-making skills.
Excellent verbal and written communication skills with the ability to tailor messaging to various audiences.
Proven ability to influence stakeholders and collaborate effectively across multiple departments.
Strong organizational skills with the ability to manage competing priorities and meet deadlines.
High attention to detail and commitment to quality.
Preferred Qualifications:
Experience within the appraisal, mortgage, real estate, or financial services.
Knowledge of compliance and risk management practices.
Experience analyzing operational trends and recommending process improvements.
Familiarity with CRM, workflow, and customer support platforms.
This role requires a hybrid schedule in our Rosemont, IL office.
