Responsible for leading the Issue Escalation Program Management across Retail Operations, setting strategic vision and driving centralization of program work. Manages comprehensive intake mechanisms for escalation requests, provides data-driven insights through weekly and quarterly business reviews, and delivers executive-level reporting on escalation trends and program performance. Leads cross-functional stakeholder engagement to improve SLA performance and conducts deep-dive analysis on high-impact issues to identify root causes and recommend systemic solutions. Ensures compliance with regulatory requirements while coordinating training and process dissemination for new initiatives. Monitors emerging trends in issue escalations and drives continuous improvement through strategic recommendations and organizational change management.

Key job responsibilities
•Leads Issue Escalation Program Management across Retail Operations, setting the strategic 3-year vision for central...