AireSpring

Vice President of Escalations – MSP, Telecom

AireSpring

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Job Level

Lead

About the role

  • Take ownership of escalated customer and partner issues requiring senior involvement.
  • Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations.
  • Set expectations, decision rights, and accountability across all teams involved in escalation response.
  • Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required.
  • Identify operational and commercial failures contributing to escalations and drive permanent corrective actions.
  • Ensure each escalation produces actionable learnings that strengthen process, system, and training standards.
  • Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues.
  • Deliver concise, accurate communication that reflects position level expectations throughout each escalation.
  • Build trust with senior stakeholders through clarity, consistency, and disciplined follow through.
  • Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction.
  • Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans.
  • Oversee the escalation intake and tracking platforms including the Power App escalation system.
  • Ensure workflows follow standardized severity levels, SLAs, and routing logic.
  • Remove departmental barriers that might otherwise slow or complicate issue resolution.
  • Drive synchronized workstreams during escalations with shared context and aligned priorities.
  • Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams.

Requirements

  • Telecom background with direct experience working with carriers, circuit delivery, provisioning, or NOC environments.
  • Experience in Service Delivery or a comparable operational environment where customer lifecycles, site level workflows, or complex delivery processes were core responsibilities.
  • Ten or more years of operational or leadership experience in telecom, managed services, or similar technical fields.
  • Demonstrated ability to lead complex escalations across multiple departments.
  • Strong operational judgment with the ability to make rapid, credible decisions under pressure.
  • Excellent communication skills suited for position level interaction with customers, partners, CMs, and internal leadership.
  • Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements.
  • Experience with carrier escalation pathways and enterprise customer success models.
  • Familiarity with workflow automation, Power Platform, and structured escalation systems.
  • Leadership experience managing multidisciplinary operational or technical teams.
Benefits
  • All your information will be kept confidential according to EEO guidelines.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
escalation managementoperational judgmentcustomer lifecycle managementcomplex delivery processesworkflow automationstructured escalation systemscarrier escalation pathwaysservice deliveryNOC environmentsprovisioning
Soft Skills
leadershipcommunicationproblem-solvingcollaborationtrust-buildingdecision-makingaccountabilityclarityconsistencypressure management