Manager of Strategic Resolutions Job New York New York USA,Business

Location: New York

The Manager, Strategic Resolutions is a high-impact, leadership role within the Customer Success & Operations (CS&O) ecosystem
This individual will lead an elite team of technical experts and resolution specialists responsible for navigating, stabilizing, and resolving the organization’s most complex, sensitive, and highly escalated customer challenges
This is not a traditional, reactive escalation handling role
The ideal candidate is a proactive strategist who leverages deep operational expertise, data metrics, and rigorous quality-review frameworks to discover systemic risks and behavioral gaps before they manifest as customer-facing issues
The Manager will serve as both the executive backstop during high-pressure crises and an internal auditor—continually assessing the organization’s customer response execution to elevate quality, optimize processes, and partner cross-functionally to build a flawless client experience
The Strategic Resolutions team operates as the premier defense, quality governance, and optimization engine within CS&O
We are an elite unit designed to step into high-stakes, chaotic situations to restore operational excellence, while simultaneously engineering the guardrails that prevent those situations from occurring in the first place
Our team specializes in advanced problem-solving, predictive risk mitigation, and cross-collaborative cleanup efforts
We view customer interactions as a critical data source
Our mandate is split between reactive mastery and proactive defense: we aggressively contain active incidents, while aggressively utilizing our time and expertise to audit organizational response patterns, identify upstream vulnerabilities, and see long‑term process enhancements through to completion
Proactive Risk Mitigation & Quality Governance
Utilize deep operational and industry expertise to design and execute comprehensive quality-review frameworks, auditing the organization’s customer response execution to catch process deviations early
Proactively analyze account data, system-generated alerts, and communication logs to isolate, track, and patch operational risks before they evolve into client-facing issues
Partner with Customer Success and Operations enablement teams to translate quality audit findings into immediate coaching loops, training programs, and systemic guardrails
High-Stakes Escalation & Incident Management
Lead, mentor, and scale an agile team of experienced individual contributors specializing in complex incident resolution and high-pressure customer de‑escalations
Serve as the senior point of escalation for high-impact, sensitive cases, utilizing assertive communication and negotiation skills to find common ground between client expectations and business constraints
Maintain a rigorous hold‑accountability framework, ensuring the team acts with high autonomy to deliver timely, effective, and compliant resolutions
Cross‑Functional Accountability & Root‑Cause Re‑engineering
Partner dynamically with internal stakeholders across Product, Engineering, Operations, and Legal to investigate the root causes of systemic failures and push long‑term structural solutions
Hold cross‑functional teams accountable to delivery timelines, engineering fixes, and customer commitments during complex operational cleanups
Lead comprehensive post‑mortem analyses following major incidents, translating technical breakdowns into clear, professional documentation and actionable improvement roadmaps
Data‑Driven Governance & Operational Excellence
Utilize data and reporting suites to track escalation trends, identify operational bottlenecks, and make high‑level business decisions regarding resource allocation and process mechanics
Formulate and enforce strict documentation standards, ensuring all actions, event timelines, and resolutions are precisely archived for auditability and compliance
Continuous optimization of workflows within CRM platforms (e.g., Salesforce) to streamline communication, reduce resolution cycle times, and maximize team SLA adherence
Leadership Skills
Coach, develop, and performance‑manage a team of experienced individual contributors and, where applicable, Team Leads—fostering…