Client Assurance Resolution Leader

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Thinkahead Consultant Psychologist Pty Ltd

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1 - 10 employees

Thinkahead is a privately owned psychology firm working across both the clinical field of private practice as well as corporate consulting space.

📋 Description

• Lead critical, high-impact client escalations from initiation through closure, ensuring containment, clarity, and complete resolution. • Serve as the single point of accountability for escalation resolution, coordinating cross-functional response teams across Engineering, Delivery, Operations, and Client Success. • Provide structured escalation management, including clear recovery plans, ownership assignments, and communication cadences. • Facilitate daily or weekly stand-ups, executive briefings, and client updates for active escalations. • Drive structured Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) for all major client incidents. • Embed quality management practices in every stage of escalation handling, ensuring data-driven and sustainable resolutions. • Partner with Product, Service Delivery, and Quality teams to identify recurring issues and integrate findings into the AHEAD Quality Management System (QMS). • Lead post-incident reviews and “lessons learned” sessions to strengthen AHEAD’s quality culture and client assurance model. • Identify systemic challenges, process gaps, and improvement opportunities across escalation management and service delivery. • Collaborate with the Continual Improvement and Operational Excellence teams to enhance Client Assurance processes, tools, and frameworks. • Develop and execute improvement plans aligned with AHEAD’s CX Quality Objectives, measuring outcomes through defined KPIs (e.g., time-to-resolution, CSAT, recurrence rates). • Promote knowledge sharing, best practices, and proactive risk mitigation across teams to prevent future escalations. • Act as a trusted advisor and advocate for clients, ensuring transparent, empathetic, and outcome-oriented communication throughout the resolution process. • Represent client perspectives in internal governance meetings and improvement forums. • Reinforce client trust by ensuring accountability, responsiveness, and continuous follow-up until full closure. • Track and analyze escalation performance metrics including time-to-resolution, RCA completion, and post-resolution client satisfaction. • Prepare and present executive summaries and performance insights to leadership and governance boards. • Ensure alignment with AHEAD’s Client Assurance Program, Quality, and Service Excellence standards. • Contribute to quarterly and annual program reviews to highlight systemic improvements and quality outcomes.

🎯 Requirements

• Bachelor’s degree in Engineering, Information Technology, Business, or related field (Master’s preferred). • 8+ years of experience in Client Experience, Technical Support, Quality Management, or Service Operations leadership roles within IT services or consulting. • Proven success managing complex client escalations and driving cross-functional process improvement initiatives. • Strong understanding of AHEAD’s technology, cloud, and service delivery ecosystem. • Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma, or equivalent). • Excellent leadership, facilitation, and executive communication skills. • Analytical, data-driven thinker with the ability to translate insights into actionable improvements. • Highly organized, with the ability to manage multiple priorities under pressure. • Skilled at fostering a culture of accountability, learning, and continuous improvement.

🏖️ Benefits

• Medical, Dental, and Vision Insurance • 401(k) • Paid company holidays • Paid time off • Paid parental and caregiver leave • Plus more! See benefits https://www.aheadbenefits.com/ for additional details.