JOB SUMMARY:

The Resolutions Manager is accountable for the overall management, integrity, and effectiveness of the customer escalations and consumer complaint function. The Resolutions Manager leads a high-performing group of 20 resolutions professionals, dedicated to handling advanced escalations and skillfully resolving complex customer issues.

This role owns the end-to-end process for intake, investigation, resolution, documentation, reporting, analysis, and continuous improvement of escalated and formal customer complaints, ensuring timely, compliant, consistent, and risk-aware outcomes aligned with company policy, regulatory expectations, and customer experience standards.

The Resolutions Manager provides functional oversight including setting standards, establishing processes, monitoring quality and timeliness, identifying trends and risk patterns, and partnering with Legal, Compliance, Claims, Operations, and Customer Experience to drive systemic improvements. While the Resolutions Manager may directly handle complex or sensitive cases as needed, the primary responsibility is to ensure the function and its people operate effectively, consistently, and in alignment with organizational and regulatory expectations.

DUTIES AND RESPONSIBILITIES:

• Overall responsibility for ensuring appropriate development of solution plans for escalated customer complaints forwarded by consumer advocacy groups such as the BBB and BCA, as well as regulatory bodies such as the state’s attorney general’s office and departments of insurance.
• Manage, mentor and motivate a team of Resolutions Representatives andSpecialists. Conduct regular 1:1s with team leads, and team members as appropriate, to provide ongoing coaching and training to support high performance and efficient resolution.
• Identify and analyze complaint patterns, root causes, and risk indicators; escalate systemic risks to Legal and executive leadership
• Maintain current and complete records of complaint and resolution activity using departmental tracking tools
• Ensure integrity, completeness, and accuracy of complaint records and reporting
• Ensure each team member is conducting thorough research and analysis of escalated complaints referring to departmental guidelines, compliance information, and the customer’s vehicle service contract to make informed, cost-effective, and accurate resolution determinations
• Execute direct-contact resolutions of escalated and formal customer complaints, according to best practice and prevailing policies and procedures. Direct contact shall include telephone, email and mail contact with a complainant, as well as mail, phone, and email contact with regulatory and consumer advocacy bodies as necessary to accomplish resolution of complaints
• Accountable for regulatory responsiveness SLAs, complaint backlog health, and resolution consistency
• Draft and submit formal responses as required for formal complaints, including responses to consumer advocacy groups and state regulators
• Has authority to approve resolutions up to defined thresholds and escalate beyond those thresholds.
• Review, audit, and analyze departmental processes to ensure best practices adherence
• Other duties as assigned or as business needs arise.

QUALIFICATIONS:

• Minimum 5 years of experience and a successful track record in resolutions management.
• Call center and/or conflict resolution experience required
• Demonstrated advanced ability to communicate verbally and in writing throughout all levels, including customers and consumer advocacy bodies
• Experience leading a team and providing effective coaching,
• Excellent analytical and problem-solving skills, including research and investigation
• Critical thinking and ability to grasp a larger picture from minor details
• Ability to organize and maintain integrity, completeness, auditability, and accuracy of complaint records and reporting of work tasks
• Ability to adapt to dynamic situations while maintaining day-to-day functions.
• Demonstrated experience owning or leading a function, program, or process area
• Strong judgment and ability to assess legal, regulatory, reputational, and customer risk.
• Ability to influence cross-functionally and drive change without direct authority.

PHYSICAL REQUIREMENTS:

• Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
• Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
• In a remote work environment, being interactive and communicative with management and co-workers in a visible manner is an essential function of the job. Camera/video usage is required.
• Must be able to lift 25 pounds.

Candidates must pass a pre-employment Background Check. We are an E-Verify employer.

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance
• Work from home

Work Location: Remote