Incident Manager – Member Issue Resolution

About the role

The Incident Manager (Resolution Specialist) leads member issue resolution by handling escalations, incidents, and outreach interventions to ensure timely and satisfactory outcomes. The role demands strong customer service, communication, and English proficiency to engage with members and internal teams in complex situations.

Key responsibilities

• Lead member outreach campaigns and targeted interventions, developing scripts, targets and process improvements.
• Connect directly with members via phone, text or in‑person to provide information, education and assistance.
• Resolve escalated cases, coordinate incident management and apply negotiation techniques to reach equitable solutions.
• Gather member feedback to inform existing and new interventions and collaborate across teams to address opportunities.
• Analyze case trends, identify patterns and contribute to operational reporting for continuous improvement.

Required profile

• Bachelor’s degree in a related field or 7 years of relevant experience.
• Minimum four years of experience in incident management, escalation resolution, negotiation, customer service, data analysis and visualization.
• At least one year in a leading role, with or without direct reports.
• Advanced English proficiency (C1).

Required skills

• Incident management
• Escalation resolution
• Negotiation techniques
• Customer service
• Data analysis
• Data visualization