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.

The main responsibility of an escalation manager is 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.

*Our ideal candidate will reside near Denver & Boulder, CO and work in a hybrid capacity (2-3 days/week in office) out of our Denver & Boulder, CO offices.

The key responsibilities of an escalation manager include:

• 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.

Required Skills and Expertise Knowledge

The escalation manager must show an ability for carrying out the required service delivery workflow tasks effectively within the accelerated timeline to ensure consumer satisfaction.

The key skill requirements for escalation management are:

• Bachelor’s degree and a minimum of 5 years experience required

• Telecom experience required

• Ability to communicate across all levels of organization

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

• Problem solving ability

• Experience meeting service level agreements

• Project management experience

• Salesforce experience preferred

• Proven ability to manage competing priorities 

• Has working knowledge of Zayo products and Service Delivery workflow

• Has 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 

Base pay range: $ 78,500 - $112,100, commensurate with experience

#EC-LI1

#LI-Hybrid

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• 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.