Client Assurance Resolution Leader

TL;DR

Client Assurance Resolution Leader: Leading end-to-end management and resolution of critical client escalations with an accent on quality management, root cause analysis, and continual improvement. Focus on driving operational excellence, cross-functional coordination, and client advocacy to restore confidence and improve service delivery.

Location: Hybrid in Cincinnati, Ohio / Dayton, Ohio, USA

Salary: $130,000 - $180,000 per year

Company

hirify.global builds platforms for digital business by integrating cloud infrastructure, automation, analytics, and software delivery to enable digital transformation.

What you will do

• Lead critical client escalations from initiation to closure, ensuring swift containment and resolution.
• Coordinate cross-functional teams across Engineering, Delivery, Operations, and Client Success.
• Drive root cause analysis and corrective/preventive actions for major incidents.
• Identify systemic challenges and collaborate on continual improvement initiatives.
• Act as client advocate ensuring transparent and outcome-oriented communication.
• Track escalation metrics and report performance insights to leadership.

Requirements

• Location: Hybrid work in Cincinnati or Dayton, Ohio, USA.
• Bachelor’s degree in Engineering, IT, Business or related field; Master’s preferred.
• 8+ years in client experience, technical support, quality management, or service operations leadership.
• Expertise in RCA, CAPA, ITIL, and continual improvement methodologies (Lean, Six Sigma).
• Strong leadership, facilitation, and executive communication skills.
• English: Proficient (B2 or higher).

Nice to have

• Master’s degree.
• Experience in IT services or consulting environments.

Culture & Benefits

• Diversity and inclusion focus with internal groups supporting growth.
• Access to advanced technologies and multi-department training.
• Support for certifications and continued learning.
• Medical, dental, vision insurance, 401(k), paid holidays, and parental leave.