Manager, Exception & Escalation

Job Summary

**WE ARE OPEN TO RESIDING IN ANY MARKET IN OUR FOOTPRINT**

Spectrum Reach® provides custom advertising solutions for local, regional and national clients. Spectrum Reach creates scalable advertising and marketing services driven by aggregated and de-identified data insights and award-winning creative services. Spectrum Reach helps businesses of all sizes reach anyone, anywhere, on any screen. Additional information about Spectrum Reach can be found at https://www.spectrumreach.com.

SUMMARY

The Manager, Exception & Escalation Management is a hands on, highly visible role that an accountable owner (“quarterback”) for Spectrum Reach’s Exception and Escalation workflows. This role sits within Spectrum Reach’s Transformation Management Organization (TMO) and manages requests from intake to closure: Exceptions (requests that require a new business decision) through a cross-functional Decision Council, and Escalations (issues in approved work) that require cross-functional collaboration and leadership awareness. This role will own a consolidated tracker, ensure thorough communication channels, and turns the data into trends and root causes that drive process improvement and KPI reporting for senior leadership.

Responsibilities

DUTIES & RESPONSIBILITIES

- Serve as the accountable resource for Exceptions from intake through decision, execution and closure, ensuring no request stalls without an owner.

- Triage and classify every request at intake as BAU / Enabled, Exception / New Demand or Escalation, and route BAU and business-rule items back to established workflows and Sales leadership.

- Convene and facilitate the cross-functional Decision Council; drive decisions within committed SLAs; document each decision, its rationale and the approval parameters for future selling.

- Coordinate execution of approved Exceptions across teams; provide regular status updates to the Sales submitter and leadership.

- Track recurring Exception demand from the first request and bring forward deliberate recommendations to standardize, productize, continue selectively or stop.

- Partner with CX Escalations (the point of entry) and the Technical Escalation team. Take ownership of escalations outside the CX scope, bringing them to resolution with cross-functional teams and close the communication loop with the Sales submitter.

- Lead post-incident root cause analysis (RCA) for larger-scale issues and drive corrective actions to completion.

- Elevate significant or repeated escalations to Leadership Teams and SLT as warranted based on business impacts.

Monitoring Progress, Deliverables and Enablement

- Partner with Salesforce, Sales Enablement, Sales Operations and TMO teams to improve intake, automation, SLAs and notifications, with minimal added effort for sellers. Build and refine processes as necessary.

- Create guides, tip-sheets and training for DOS+, Sales Enablement, CX and partner teams on what belongs where and how to submit, drive adoption of the intake process.

- Document the process and cross-train TMO Activation members so coverage exists without a single point of failure.

Reporting

- Own and maintain an intake process and tracker that consolidates today’s Sales error lists, exception and escalation tracking, Finance credit tracking and any other reporting related to exceptions and escalations.

- Define and maintain the bucket and root-cause taxonomy, including Sales requests for capabilities that do not exist or cannot be completed, unclear product or process knowledge, repeat COE execution errors, and other department errors.

- Analyze volumes, aging and repeat patterns; set target KPIs and report results monthly, with trend readouts and recommendations for Sales, CX, Product, Yield and Finance leadership.

- Create a consistent format that may be used to show evolution of number of escalations and exceptions, insight into drivers and recommendations for solutions.

- Provide reporting to Senior Leadership and key stakeholders to improve future processes and bring repeatable issues or enhancements to the table to get resolved or incorporate into BAU processes.

Qualifications

QUALIFICATIONS

- Highly effective communication and presentation skills, including executive readouts.

- Resourceful, proactive and solution-focused; takes full ownership of issues through closure.

- Ability to manage multiple concurrent requests and escalations on deadline with high attention to detail.

- Ability to influence and drive decisions across cross functional teams without direct authority.

- Ability to analyze and interpret data to identify trends and root causes and provide critical insight to leadership.

- Critical thinker who can anticipate roadblocks and proactively address issues before they impact business results.

- Experience with intake, case management or ticketing and workflow tools (e.g., Salesforce, Jira).

- Demonstrate the ability to work cross-functionally to develop effective solutions, processes and workflow implementations in support of multiscreen advertising solutions.

- Proactive and constant learner with regard to advanced advertising and multi-screen solutions.

- A thought leader and an early adopter of emerging products

- Knowledge of cable and telecommunications products and services.

- Willingness and ability to travel as required up to 10%.

PREFERRED QUALIFICATIONS

- Advertising sales operations, ad ops, campaign operations/CX, or consulting

- Experience leading enterprise issue-resolution, exception or escalation programs, and influencing senior leadership across multiple functions.

- Project management, Lean / Six Sigma or consulting experience preferred.

- Experience with Salesforce case or workflow configuration and reporting dashboards preferred

WORK EXPERIENCE

- Advertising sales operations, ad ops, campaign operations/CX, process improvement or consulting

- 5+ years’ experience, including experience owning escalations or case-management process and influencing groups to adopt new workflows.

- Process and workflow development experience a plus.

EDUCATION

Bachelor’s or equivalent combination of education and experience