Escalation Management Director Jobs

Role Overview The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership. Key Responsibilities 1. Bucket & Portfolio Management ● Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments) ● Improve resolution rates in both early and late buckets ● Focus on non-starter and delinquent accounts to prevent roll-forward ● Drive collection efficiency and overall portfolio health ● Monitor daily performance and ensure adherence to CAPE norms 2. Tele-Collections Management ● Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies ● Design and optimize calling patterns based on customer risk profiling ● Improve dialer efficiency, call connect rates, and campaign performance ● Maximize early-stage resolutions to prevent migration to hard buckets 3. Field Collections & Risk Control ● Ensure strong field discipline (app usage, visit tracking, audit trails) ● Drive legal escalation for critical/high-risk cases ● Conduct audits to identify and mitigate portfolio risks ● Maintain strong governance and control mechanisms 4. Team Leadership & Vendor Management ● Lead large teams including Collection Managers, Team Leaders, and Executives ● Manage third-party/vendor collection agencies ● Allocate portfolios and set bucket-wise targets ● Conduct daily huddles, reviews, and performance tracking ● Coach teams on negotiation, objection handling, and resolution strategies 5. Target Achievement & Performance Delivery ● Drive monthly collection targets and improve resolution ratios ● Enhance PTP (Promise to Pay) conversion and kept rates ● Focus on First-Time Delinquent (FTD) customers to reduce future NPAs ● Ensu

Role Overview The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership. Key Responsibilities 1. Bucket & Portfolio Management ● Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments) ● Improve resolution rates in both early and late buckets ● Focus on non-starter and delinquent accounts to prevent roll-forward ● Drive collection efficiency and overall portfolio health ● Monitor daily performance and ensure adherence to CAPE norms 2. Tele-Collections Management ● Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies ● Design and optimize calling patterns based on customer risk profiling ● Improve dialer efficiency, call connect rates, and campaign performance ● Maximize early-stage resolutions to prevent migration to hard buckets 3. Field Collections & Risk Control ● Ensure strong field discipline (app usage, visit tracking, audit trails) ● Drive legal escalation for critical/high-risk cases ● Conduct audits to identify and mitigate portfolio risks ● Maintain strong governance and control mechanisms 4. Team Leadership & Vendor Management ● Lead large teams including Collection Managers, Team Leaders, and Executives ● Manage third-party/vendor collection agencies ● Allocate portfolios and set bucket-wise targets ● Conduct daily huddles, reviews, and performance tracking ● Coach teams on negotiation, objection handling, and resolution strategies 5. Target Achievement & Performance Delivery ● Drive monthly collection targets and improve resolution ratios ● Enhance PTP (Promise to Pay) conversion and kept rates ● Focus on First-Time Delinquent (FTD) customers to reduce future NPAs ● Ensu

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: The Senior Security Incident Responder is a lead technical authority for incident response execution, responsible for handling the most complex, high-impact, and business-critical security incidents across WPP. The role does not have line management responsibility; people management remains with the Security Incident Management Lead. What you'll be doing: KEY RESPONSIBILITIES Advanced Incident Detection, Analysis & Response - Lead investigations for high-severity and complex security incidents. - Perform deep technical analysis using SIEM, SOAR, EDR/XDR, identity, email, and cloud telemetry. - Execute and oversee containment, eradication, and recovery actions. - Act as technical incident commander when delegated. Escalation Handling & Stakeholder Coordination - Serve as the primary escalation point for complex incidents. - Coordinate with Legal, Privacy, Risk, Technology Operations, and agency teams. - Provide clear technical updates to senior stakeholders. Forensics, Evidence Handling & Assurance - Lead forensic evidence collection, preservation, and analysis. - Ensure d

The Starting Hourly Rate / Salario por Hora Inicial is $18.50 USD per hour. The Pay Range / Rango salarial is $18.50 USD - $27.75 USD per hour. ALL ABOUT TARGET As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It's how we care, grow, and win together. ALL ABOUT ASSETS PROTECTION Assets Protection (AP) teams function to keep our guests, team and brand safe and secure and lead through crisis events. They protect profitable sales by mitigating shortage risks, preventing, investigating and resolving theft and fraud to ensure product is available for our guest. At Target, we believe in our team members having meaningful experiences that help them build and develop skills for a career. The role of a Target Security Specialist can provide you with the: Skills using intelligence-led tactics to keep team members and guests safe and secure Experience in crisis response, safety and crowd management; providing support to both guests and team members Skills in de-escalation as well as experience with recovering stolen merchandise to prevent shortage Ability to utilize Target's video surveillance system Ability to properly document cases using industry case management systems As a Target Security Specialist, no two days are ever the same, but a typical day will most l

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. The Senior Systems Engineer Opportunity As a Senior Systems Engineer at Okta, you will be at the heart of how our global workforce communicates, collaborates, and creates. You won’t just be "keeping the lights on"; you will be responsible for architecting workflows, securing our ecosystem, and ensuring that our stack - from Google Workspace to Slack and Gemini - works seamlessly for every employee, everywhere. What You’ll Be Doing Infrastructure Management: Administer and optimize our core productivity suite, including Google Workspace, Gemini, Slack, Asana, Smartsheet, and other tools. AI Integration & Strategy: Lead the deployment, management, and troubleshooting of enterprise AI tools (specifically Gemini), ensuring they are integrated safely and effectively into daily workflows. Enablement: Create technical documentation and partner with cross-functional teams to drive adoption and best practices for productivity tools through effective training and support. Global Support: Act as a Tier 3 escalation point for complex technical issues, supporting a fast-paced, 24/7 global environment from one of our US hubs. Lifecycle Management: Responsible for the complete lifecycle management of multiple enterprise SaaS applications. Governance & Standards: Define and enforce global standards for tool usage, security permissions, and data governance. Problem Solving & Innovation: Consistently look for root-cause trends while solving platform problem

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: Provide senior hands-on PAM engineering, owning complex change and integrations and assuring Kyndryl-delivered operations What you'll be doing: Engineer and assure complex PAM configuration, onboarding and integrations. Act as senior technical escalation above the Kyndryl run layer. Automate privileged-account onboarding and operational tasks. Assure the quality and security of partner-delivered change. Support audit remediation and control hardening. Own complex and small change in-house and provide senior technical escalation above the Kyndryl run layer. Assure the quality, safety and standards-compliance of Kyndryl-delivered change. Coach and uplift partner engineers and engineer out recurring failure. What you'll need: Expert PAM platform engineering and integration. Expert Beyond Trust product knowledge Vaulting, session management and connector configuration. Automation and scripting. Security hardening and troubleshooting. Change assurance and standards enforcement. Extensive hands-on senior engineering experience with the relevant platforms. Relevant senior technical certific

The Ops Sup Lead Analyst is a senior-level operations professional responsible for managing transaction exception processing, including payment network claims, adjustments, disputes, settlement exceptions, and reconciliation activities for internal Citi business partners. The role is accountable for ensuring the accurate and timely resolution of operational exceptions, maintaining a strong control environment, and overseeing third-party vendors that support these functions. This individual serves as the primary liaison between Operations, Business, Technology, Risk & Control partners, payment networks, and external vendors to ensure operational issues are resolved effectively, controls are maintained, and processes continue to evolve to support business growth and regulatory expectations. The successful candidate will act as a subject matter expert in payment network operations, transaction routing, settlements, reconciliations, and exception management. Responsibilities Lead the end-to-end management and resolution of transaction exceptions, including payment network claims, adjustments, disputes, settlement discrepancies, and other operational exceptions. Oversee settlement and reconciliation processes to ensure the timely identification, investigation, and resolution of breaks, variances, and outstanding items. Monitor operational performance and service level adherence, ensuring all activities are completed accurately, timely, and in compliance with applicable policies and procedures. Serve as the primary operational liaison with internal Citi business partners, Technology, Risk & Control, Compliance, Finance, payment networks, and third-party vendors. Manage vendor relationships supporting claims, adjustments, settlement, and reconciliation functions, including performance monitoring, issue escalation, service delivery oversight, and process improvements. Act as the b

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. What you'll be doing: Team Supervision & Leadership Lead, mentor, and evaluate a team of OTC Billing Specialists. Set daily, weekly, and monthly performance targets (KPIs) for the billing team and monitor progress. Standardize training materials and ensure the team is cross-trained on various OTC workflows and customer portfolios. Order-to-Cash Billing Operations Oversee the end-to-end billing workflow, ensuring sales orders, contracts, and shipping/delivery data are accurately converted into customer invoices. Review and approve high-value invoices, credit/debit memos, manual adjustments, and cancellations. Ensure tight integration and communication between the billing team, Order Management (Customer Service), Credit/Collections, and Cash Application. Manage customer-specific billing requirements Dispute Management & Customer Relations Serve as the escalation point for complex billing disputes, price discrepancies, and tax issues. Work closely with the Collections to resolve root causes of billing-related payment delays, minimizing Days Sales Outstanding (DSO). Ensure timely resolution of cu

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As the Manager of Technical Services, you will build, mentor, and scale our 24x7 front-line engineering team in Bangalore to deliver rapid, high-impact resolution for global enterprise customers. In this high-visibility role, you will partner closely with Engineering, Product Management, and Global Support teams to modernize support workflows and eliminate operational bottlenecks. Your mission is to cultivate a culture of technical excellence and continuous innovation, ensuring our customers experience seamless reliability across their storage environments. WHAT YOU'LL DO Scale and Develop Engineering Talent: Lead, coach, and empower a high-performing technical support team through tailored career pathing, rigorous performance management, and continuous technical upskilling. Optimize 24x7 Operational Performance: Establish scalable operational workflows, shift schedules, and process improvements across the 24x7 array monitoring function to elevate resolution speed and service quality KPIs. Orchestrate Cross-Functional Escalations: Serve as the escalation leader for critical customer issues, coordinating seamlessly with Engineering, Product Management, and Customer Success to deliver swift technical solutions. Drive Strategic Quality Initiatives: Translate customer telemetry and operational insights into actionable documentation, proactive monitoring enhancements, and product improvement recommendations. WHAT YOU B

About Backblaze Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from the restrictive, overpriced legacy solutions that hold them back and blaze forward with the full power of the open cloud in their hands. Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $125m in revenue and is the leading specialized storage cloud, managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals. But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We are seeking a Sr Desktop Support Analyst to join our team! What You’ll Do: Desktop & End-User Support Provide Tier 2/Tier 3 technical support for employees across macOS and Windows environments. Diagnose and resolve complex hardware, operating system, application, network connectivity, authentication, and peripheral issues. Serve as an escalation point for difficult or high-impact support incidents. Support employees through the complete technology lifecycle, including onboarding, role changes, hardware replacements, and offboarding. Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and related workplace technology. Provide remote support to employees across geographically distributed locations. Maintain a high level of professionalism and customer service while communicating technical information to both technical and non-technical users. Endpoint Management Administer and support Jamf for macOS device management, including enrollment, policies, profiles, software deployment, patching,

About Hexnode Hexnode, the Enterprise software division of Mitsogo Inc., was founded with a mission to simplify the way people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape. Role Overview We are seeking a AWS Operations Specialist to manage and maintain our cloud infrastructure and device ecosystems. This is a highly operational, execution-focused role—not an architecture position. The ideal candidate has 2 to 4 years of experience executing infrastructure as code, monitoring environments, and following documented playbooks to keep our systems secure and resilient. Because this role handles secure environments, candidates must be US Citizens and capable of passing a comprehensive federal background check. Key Responsibilities Infrastructure Execution: Run, maintain, and execute existing Terraform and Ansible scripts to deploy and update infrastructure. GovCloud Monitoring: Actively monitor our AWS GovCloud dashboards, keeping a close eye on system health, performance metrics, and security baselines. Mobile Device Management: Manage Android Enterprise kiosk configurations, ensuring secure deployments and smooth device operations. Incident Response & Triage: Respond swiftly to operational alerts by strictly following our documented team playbooks. Escalation: Identify anomalies or issues that fall outside established, documented procedures and escalate them accurately to the engineering team. Required Qualifications & Profile Citizenship: Must be a US Citizen (required for GovCloud infrastructure management). Background: Must be able to successfully clear a rigorous federal background investigation. Experience: 2 to 4 years of hands-on experience in a technical operations, DevOps, or SysAdmin role. Technical Familiarity: Comfort executing/running Terraform and

Who We Are HP IQ is HP’s new AI innovation lab. Combining startup agility with HP’s global scale, we’re building intelligent technologies that redefine how the world works, creates, and collaborates. We’re assembling a diverse, world-class team—engineers, designers, researchers, and product minds—focused on creating an intelligent ecosystem across HP’s portfolio. Together, we’re developing intuitive, adaptive solutions that spark creativity, boost productivity, and make collaboration seamless. We create breakthrough solutions that make complex tasks feel effortless, teamwork more natural, and ideas more impactful—always with a human-centric mindset. By embedding AI advancements into every HP product and service, we’re expanding what’s possible for individuals, organisations, and the future of work. Join us as we reinvent work, so people everywhere can do their best work. About the Role We are looking for an experienced IT Support Lead to deliver exceptional technical support while helping scale and improve our IT operations. This is a hands-on role for someone who enjoys solving complex technical problems, improving processes, and creating a great employee experience. As the IT Support Lead, you will be the primary owner of day-to-day IT support operations, endpoint lifecycle management, onboarding and offboarding, inventory management, and knowledge management. You will serve as a senior technical resource for employees and help establish operational standards across the IT organization at HP IQ.. What you might do Provide hands-on technical support for employees across macOS, Windows, mobile devices, office technology, and SaaS applications. Act as the senior escalation point for complex support issues, driving problems through resolution while maintaining a high-quality employee experience. Identify recurring support trends and help improve processes, tooling, and self-service resources. Own and execute IT onboarding and offboarding workflows, including device se

Who We Are HP IQ is HP’s new AI innovation lab. Combining startup agility with HP’s global scale, we’re building intelligent technologies that redefine how the world works, creates, and collaborates. We’re assembling a diverse, world-class team—engineers, designers, researchers, and product minds—focused on creating an intelligent ecosystem across HP’s portfolio. Together, we’re developing intuitive, adaptive solutions that spark creativity, boost productivity, and make collaboration seamless. We create breakthrough solutions that make complex tasks feel effortless, teamwork more natural, and ideas more impactful—always with a human-centric mindset. By embedding AI advancements into every HP product and service, we’re expanding what’s possible for individuals, organisations, and the future of work. Join us as we reinvent work, so people everywhere can do their best work. About the Role We are seeking an experienced IT Engineer to own and enhance the technology experience within HP IQ. This role combines traditional IT operations, SaaS administration, endpoint management, and infrastructure support with a strong focus on automation, scalability, and employee experience. The ideal candidate is a hands-on problem solver who thrives in fast-paced startup environments, takes ownership of systems and processes, and proactively identifies opportunities to improve tooling, security, and operational efficiency. You will serve as a technical escalation point for the IT Support team while helping shape the future of our internal technology stack. What you might do Manage and administer core business platforms including Google Workspace, Microsoft 365, Okta, Slack, and other SaaS applications. Ensure employees have a seamless and productive technology experience across all systems and devices. Evaluate, implement, and optimize tools and workflows that improve employee productivity and reduce operational friction. Develop and maintain IT documentation, standards, processes, and

About THG Ingenuity THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. Role: We are looking for an experienced and motivated Accounts Payable Team Leader to join our Finance Shared Services team. This is a hands on operational leadership role, responsible for supporting day to day activity of the Accounts Payable team and ensuring that key processes are completed accurately, efficiently and within agreed timescales. Particular focus will be on payment runs, ledger quality and continuous improvement of AP processes and controls. The successful candidate will act as an important bridge between the operational AP team and management, helping to ensure issues are identified, resolved and escalated appropriately. Key Responsibilities: • Coordinate and oversee regular AP payment runs, ensuring payments are processed accurately and within agreed deadlines • Support, review and resolution of payment exceptions and issues • Monitor day to day AP activity and ensure priorities are managed effectively. • Provide operational oversight and key involvement during important processing periods, including month end. • Provide day to day guidance and support and direction to the team • Support allocation and prioritisation of workload • Act as point of escalation for complex and unusual AP queries, with internal and external stakeholders, building effective working relationships • Coach and support the team members to develop their knowledge, capability and confidence. • Provide cov

OUR MISSION At Redwood, we empower our customers with lights-out automation for their mission-critical business processes. ABOUT US Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control. Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, with Redwood Software. CORE VALUES One Team. One Redwood Make Your Own Weather Obsess over Customer Success Work the Problem Be Curious Own the Outcome Respect Each Other YOUR IMPACT The L1 Support Team Leader is an experienced people leader responsible for managing a team of L1 Support Representatives, ensuring operational excellence, driving team performance, and improving processes. This role handles complex leadership scenarios, contributes heavily to quality, training, and continuous improvement efforts, and acts as a key operational anchor for the L1 organization. Regularly addresses complex staffing, performance, customer escalation, and operational challenges with minimum guidance. Influences improvements beyond the immediate team and contributes meaningfully to Support-wide initiatives. Lead, coach, and develop a full team of L1 Support Representatives, including performance management. Conduct structured 1:1s, team meetings, and continuous coaching to improve overall team capability. Manage operational KPIs (SLA, CSAT, backlog, resolution speed, etc) and create action plans to maintain or improve performance.