Job Summary

The Escalations Lead provides proactive monitoring, escalation management, and product support of the Compass Digital portfolio of products including Mobile and other Technology Solutions in use within the Compass estate. The Escalation Lead will act as a liaison and coordinate internal and external efforts to obtain full issue resolution for reported escalated issues. The Escalation Lead understands that technology issues within our café’s and location have a significant impact on the business relationship and will work with urgency and attentive detail to fully resolve issues that result in escalations. Dining locations are open weekdays, evenings, and some weekends and may need support during those off-peak hours.

Job Description

Take the Lead on:

• Escalations high priority issues
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical
• Ensure consistent communication and updates to impacted sites/teams throughout escalation

Vendor Ticket/Escalations:

• Meet with Tech Partners, Compass Digital Development, or other internal teams weekly to review outstanding items
• Review prior action items with teams to drive resolution
• Create action items including promised dates
• Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
• Engage the Technology Partner teams and Vendor Management as needed to communicate issues, gaps development requirements and other contributing factors to
• requirements and other contributing factors to escalations

Vendor Calls:

• Identify and schedule a minimum of 1x weekly call per Technology Partner and development team. Increase/decrease as needed
• Create Agenda for each call to include
• Support Ticket Information
• Review Technology Partners or Dev team plan
• Enforce actionable dates and follow ups
• Provide updates to internal teams via support tickets or other means

Product/Development Partnerships:

• Review product wiki pages and product roll outs/upgrades/feature releases
• Ensure teams are kept informed of all updates
• Report issues, functionality, gaps to Vendor Manager or Technology Partner Strategy
• Partner with other Compass Digital and Compass Teams to proactively identify Support Needs
• Identify Business trends and requirements of the business
• Build relationships across teams, sectors, and Technology Partners

General Digital Care Support:

• Reduce escalation volume by determining root causes and trends
• Proactively review tickets for brewing escalation issues
• Update Director with any locations/regions/accounts with systemic issues
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resource
• Attend as required any operations meetings to collect input from teams as to any issues and or concerns with vendors, development, or other internal, external teams
• Ensure ticket activity action are logged providing clear instructions on steps taken and next steps
• Complete required training (create training documents, partner with CD training team assist in identifying training opportunities

Qualifications

• Deep knowledge of Technologies utilized by Compass Dining teams such as POS, Kiosks, Mobile products
• 3-4 years within Customer Service team
• Ability to influence and build relationships in a cross-functional environment
• Adapt to change and learn new applications/processes/products quickly
• Solve practical problems and be able to live in the grey area when no black and white instructions are provided