Summary
The Operational Escalation Manager role is a critical position within the company that focuses on identifying and resolving unreported or escalated issues across various departments and products. The role requires leadership, team management, cross-functional collaboration, process improvement, and reporting skills. Benefits include career development, competitive salary, flexible work hours, remote work option (Portugal only), health and well-being program, and access to the company's tech stack information.
Requirements
- Proven experience in technical support, troubleshooting, or a related field
- Strong problem-solving skills and the ability to think strategically and critically
- Excellent leadership and team management abilities
- Effective communication and interpersonal skills for cross-functional collaboration
- Technical proficiency and a good understanding of the company's products and services
- Ability to handle high-pressure situations and prioritize tasks effectively
Responsibilities
- Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics
- Lead the investigation and diagnosis of these issues to understand their root causes
- Develop and implement quick-fix solutions to mitigate the impact on affected users
- Collaborate with engineering, product, operations, IT, and other relevant teams to define and implement long-term solutions
- Lead a specialized team dedicated to resolving escalated issues
- Provide guidance, training, and support to team members to enhance their troubleshooting skills and efficiency
- Work closely with other departments, including Member and Client Ops, Product, IT, and Engineering, to ensure cohesive problem-solving and process improvements
- Develop and refine processes for issue escalation, tracking, and resolution
- Implement feedback loops to continuously improve the teamβs effectiveness and the quality of solutions provided
- Track and report on the progress of issue resolution and the impact of implemented solutions
Benefits
- A stimulating, fast-paced environment with lots of room for creativity
- A bright future at a promising high-tech startup company
- Career development and growth, with a competitive salary
- The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
- A stimulating environment with room for creativity - fast-paced, fun, and energetic startup
- A flexible environment where you can control your hours (remotely) with unlimited vacation
- Access to our health and well-being program (digital therapist sessions)
- Remote or Hybrid work policy (Portugal only)