Global Escalation Strategy & Compliance Manager (Consumer Electronics)

TL;DR

Global Escalation Strategy & Compliance Manager (CX/Operations): Developing and executing a global strategy to reduce executive and task-based escalations across the support network with an accent on BPO compliance and root cause elimination. Focus on building governance frameworks, analyzing systemic issues, and ensuring high-quality case resolution to restore consumer trust.

Location: Must be based in Montréal, Quebec, Canada

Salary: $98,500 - $147,800 CAD

Company

A global product design and technology company specializing in disruptive lifestyle solutions across multiple product categories.

What you will do

• Own the global strategy to minimize task-based and executive-level escalations, aiming for near-zero executive volume.
• Build governance frameworks to ensure BPO agents adhere to standards for warranty evaluation, goodwill, and documentation.
• Monitor compliance and identify deviation patterns to drive corrective actions with BPO partners.
• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes.
• Collaborate with IT and Tech teams to optimize systems for seamless escalation paths and full reporting visibility.
• Lead deep-dive reviews on executive escalations to identify systemic issues and prevent recurrence.

Requirements

• Bachelor's degree in Business, Operations, Communications, or a related field.
• 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management.
• Proven experience managing or influencing BPO performance across multiple markets or channels.
• Strong understanding of escalation workflows, warranty compliance, and risk management.
• Fluency in English and French required.
• Must be based in Montréal, Quebec, Canada.

Culture & Benefits

• Comprehensive health benefits including medical, dental, and vision insurance.
• RRSP retirement plan with company matching and employee stock purchase program.
• Generous paid time off, company holidays, and wellness reimbursement.
• Support for professional growth via high-impact Learning Programs and tuition reimbursement.
• Access to free clinical mental health support and an Employee Assistance Program (EAP).
• Employee product discounts and referral bonus program.