Client Assurance Resolution Leader

Location: United States; remote

Company

hirify.global operates in IT services and consulting, supporting technology, cloud, and service delivery ecosystems.

What you will do

• Lead critical client escalations from initiation through closure, ensuring containment, ownership, recovery planning, and complete resolution.
• Coordinate cross-functional response teams across engineering, delivery, operations, and client success.
• Facilitate stand-ups, executive briefings, client updates, post-incident reviews, and lessons-learned sessions.
• Drive root cause analysis and corrective and preventive actions for major client incidents.
• Identify systemic issues and process gaps, then execute improvement plans aligned with quality objectives and KPIs.
• Track escalation performance, client satisfaction, RCA completion, and recurring issues for leadership and governance reviews.

Requirements

• Bachelor’s degree in Engineering, Information Technology, Business, or a related field; a master’s degree is preferred.
• 8+ years of experience in client experience, technical support, quality management, or service operations leadership within IT services or consulting.
• Demonstrated success managing complex client escalations and cross-functional process improvement initiatives.
• Strong understanding of technology, cloud, and service delivery ecosystems.
• Expertise in RCA, CAPA, ITIL, and continual improvement methodologies such as Lean or Six Sigma.
• Excellent leadership, facilitation, executive communication, analytical, and prioritization skills.

Culture & Benefits

• Remote work arrangement for a United States-based role.
• USA employment benefits are provided.
• Emphasis on accountability, learning, quality culture, client advocacy, and continuous improvement.