The Operational Escalation Manager manages a team dedicated to identifying and resolving unreported and escalated issues within the organization that have surpassed traditional support channels. This role goes beyond support issues and manages unreported problems across various departments and all products, such as the PTs’ portal, onboarding, devices, and logistics. The Operational Escalation Manager will lead efforts to find immediate and long-term solutions for these issues, ensuring member and client satisfaction and operational efficiency - implementing quick fixes for impacted users and collaborating with engineering and product teams to develop sustainable, long-term solutions.
The Operational Escalation Manager plays a pivotal role in ensuring that critical issues are swiftly addressed and resolved, thereby enhancing the overall member and client experience and contributing to the continuous improvement of the company's operations and services.
*Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal.