AireSpring, a leading managed service provider in the telecommunications industry, is seeking a dynamic Vice President of Escalations for its MSP division based in Dallas, TX. This pivotal leadership role is crucial for overseeing the resolution of high-stakes customer escalations, ensuring exceptional service delivery, and safeguarding client relationships that fuel company growth and reputation in a competitive market. As VP of Escalations, you will spearhead the escalation management process, triaging complex issues from MSP clients involving network outages, service disruptions, billing disputes, and performance bottlenecks. Daily, you will review incoming escalations, assign them to specialized teams, and monitor progress through resolution, collaborating closely with engineering, sales, account management, and support departments to implement fixes. Weekly, conduct root cause analyses on recurring problems, develop preventive action plans, and report key metrics like mean time to resolution (MTTR), customer satisfaction scores (CSAT), and escalation volume trends to executive leadership. Monthly, lead cross-functional meetings to align on process improvements, mentor escalation managers, and drive initiatives to reduce escalation rates by 20% or more. You will manage a team of escalation specialists, fostering a culture of accountability and rapid response while handling direct interventions for tier-3 escalations from enterprise clients. Key deliverables include quarterly performance dashboards, client retention strategies post-escalation, and contributions to service level agreement (SLA) enhancements. The ideal candidate holds a Bachelor's degree in Business Administration, Telecommunications, or a related field, with an MBA preferred, and possesses 10+ years of progressive experience in customer support, operations, or account management within telecommunications or MSP environments. Deep expertise in networking technologies such as MPLS, SD-WAN, VoIP, and cloud connectivity is essential, along with proficiency in CRM systems like Salesforce, ticketing platforms such as ServiceNow, and analytics tools like Tableau. Industry certifications including CCNP, ITIL v4, or Six Sigma Black Belt are highly desirable. Proven track record in managing escalations at scale, with demonstrated success in reducing resolution times and improving client NPS scores, is required. Success in this role demands exceptional leadership and communication skills to influence stakeholders at all levels, coupled with strong analytical abilities to dissect complex technical issues. You should excel in crisis management, demonstrating composure under pressure, and possess strategic thinking to transform escalations into opportunities for service innovation. Technical acumen in telecom protocols and MSP operations, combined with soft skills like empathy, negotiation, and team motivation, will set you apart in our fast-paced environment. AireSpring is a trailblazer in managed telecommunications services, delivering innovative connectivity solutions to businesses worldwide from its headquarters in Dallas, TX. Our mission is to empower clients with reliable, scalable networks that drive their success, guided by core values of integrity, innovation, and customer obsession. We foster a collaborative team structure with flat hierarchies, promoting open communication and cross-departmental synergy in a vibrant, supportive culture that celebrates diversity and work-life balance. We offer competitive compensation commensurate with experience, as salary details are not specified, paired with comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and life insurance. Enjoy generous PTO, flexible hybrid work arrangements, professional development stipends, performance bonuses, and stock options to reward your contributions to our growth. Advance your career at AireSpring through clear paths to C-suite roles, ongoing training programs, and leadership development initiatives. To apply, submit your resume and cover letter highlighting your escalation expertise via our careers portal today.