Escalation Manager Jobs (NOW HIRING)

About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Access Solutions, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo.

By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

Summary.

This position is responsible for (1) overseeing urgent repair and maintenance needs during afterhours periods—including nights, overnights, weekends, holidays, and office closures, (2) managing and dispatching service tickets to ensure timely resolution of client issues, (3) following up on work orders that remain open from regular business hours, and (4) supporting the management team in maintaining service standards for assigned clients. This role requires scheduling flexibility based on business needs.

Job Responsibilities.

• Accept and dispatch high-priority work orders during afterhours shifts—including nights, weekends, holidays, and overnights—ensuring timely assignment to team members and adherence to client service level agreements.
• Source vendors nationwide using internal databases or internet searches to fulfill work order needs based on scope and client-specific requirements.
• Provide written and verbal updates to internal team members and clients regarding work order status to ensure continuity across shifts.
• Communicate via phone, email, and text; update proprietary systems, client portals, and platforms to ensure real-time visibility and accurate documentation.
• Act as a second-tier escalation point for complex jobs, budget oversight, pricing verification, and client concerns; escalate to the Escalation Manager or Associate Director of Operations as needed.
• Support Afterhours team members in resolving escalated customer service situations, including technician coordination, urgent work orders, and sensitive client interactions.
• Assist in preparing job assessments, securing pricing and client approvals, and ensuring timely and accurate job completion in alignment with company standards.
• Maintain consistent client communication during after-hours coverage, monitoring for aged or unresolved work orders and providing real-time updates as needed.
• Coordinate with client contacts and corporate representatives to submit pricing approvals and bids according to protocol, escalating when necessary to prevent delays.
• Provide internal reporting support and contribute feedback to improve operational workflows and efficiency.
• Participate in the Afterhours escalation management rotation schedule, including mandatory weekend and on-call remote coverage through the designated Afterhours escalation line.
• Supervise and support Afterhours team members in a fully remote setting, including timecard review, shift coverage coordination, attendance tracking, and involvement in performance discussions or disciplinary matters in collaboration with management.
• Contribute to team development through training, coaching, and modeling performance expectations, in partnership with the Manager of Training and Implementation and the broader leadership team.
• Provide input for 30-, 60-, and 90-day performance evaluations for new hires and participate in feedback sessions under managerial guidance.
• Collaborate with teams across Repair & Maintenance, Client Services, and Training to ensure alignment of workflow, dispatching, and high-quality service delivery.
• Assist in reconciling billing discrepancies, including escalated credit card issues and monitoring of potential financial losses or risks during Afterhours operations.
• Serve as the primary approver for price increases and direct bid submissions, ensuring timely decisions and minimizing service delays.

Proficiencies.

• Strong organizational skills
• Attention to detail.
• Adaptable and able to work in a fast-paced environment.
• Demonstrates attention to detail and accuracy.
• Possess excellent time management skills.
• Problem resolution skills
• Displays professional communication skills.

Supervisory Requirements.

• This position does require supervisory requirements.

Education/Experience.

• Degree with three years’ experience in Project Management or any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.
• To perform this job successfully, an individual should have basic skills in a work management system, proficiency in MS office skills and the willingness to expand their knowledge.

Work Environment/Physical & Visual Demands.

• This positions scheduling Monday-Sunday and not limited to nights, weekends, overnights and holidays