Manager, Customer Resolution – Escalation

Group 1001

Manager, Customer Resolution & Escalation at Group 1001 leading customer service resolutions across channels. Building a new team focused on operational excellence in the financial services industry.

Posted 6/10/2026full-timeZionsville • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Design and hire a team of resolution coordinators who manage alternate channel services including email, chat, and outbound telephonic support.
Assess current-state gaps in process with recovery initiatives, follow-up engagements, and quality driven corrections and analyze the infrastructure.
Build tracking mechanisms that transform escalation and resolutions into themes, trends, and root causes.
Identify when something isn’t working as intended in real time and translate that signal into priority initiatives.
Ensure complex customer inquiries are resolved efficiently across every communication channel.
Manage outbound service recovery campaigns to re-engage customers following negative experiences in collaboration with the CARE Team.
Drive SLA performance by minimizing repeat contacts and drive measurable improvement in first contact resolutions, responsiveness, and overall customer experience.
Partner with frontline contact center leaders, operational teams, and technology to resolve issues with urgency, empathy, and precision.
Be a champion for change management across functions, bringing stakeholders along through clear communication, data, and storytelling.
Build and maintain strong relationships with Learning and Development, Operational Excellence and senior leaders to present findings and recommendations with confidence and credibility.

Requirements

What you’ll need

5 years’ leadership experience in a contact center in financial services required; insurance/annuities is preferred.
Prior experience with data tracking, operational metrics, and building dashboards.
Builder’s mindset and prior experience standing up teams and processes.
Driven problem solver who instinctively chases the “why behind the why”.
Confident communicator and comfortable presenting recommendations to senior leaders.
Strong collaboration skills and ability to be adapt to rapid change and direction.
Resilient in the face of ambiguity and receptive to feedback and new approaches to grow and develop.
Bachelor’s degree preferred or experience in lieu of education.

Benefits

Comp & perks

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

data trackingoperational metricsbuilding dashboardsprocess recovery initiativesquality driven correctionsescalation managementfirst contact resolutioncustomer experience improvementchange management

Soft Skills

leadershipproblem solvingcommunicationcollaborationadaptabilityresilienceempathyconfidencestorytelling

Certifications

Bachelor's degree