• 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.