Manage a central tracker that captures every escalation signal and root-cause action and routes each to a named owner.
Define and maintain risk-detection signals that support early intervention.
Design recovery paths for known risk vectors, so issues are resolved before users have to escalate.
Identify and size the frequency and impact of patterns across escalations, and turn them into effective solutions that reduce repeat issues.
Drive cross-functional execution with Product, Engineering, Operations, and the rest of Customer Experience so every signal has a destination, every action has an owner, and every outcome is measured.
Write SQL queries to investigate spikes, isolate root causes, and answer ad-hoc questions from CX, Product, and Operations leaders.
