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Resolution Manager Jobs in Hebron, IN (NOW HIRING)

Axelon

Clinical Laboratory Scientist I

Chicago, IL · On-site

... resolution. * Manage daily test processing needs along with project needs in a high quality, efficient and effective manner. * Communicate effectively with ability to maintain open communication with ...

Tata Consultancy Service Limited

Zone Manager

Chicago, IL · On-site

$70K - $80K/yr

Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication * Conduct operational governance, including service reviews, performance tracking, and compliance ...

Tata Consultancy Service Limited

Zone Manager

Chicago, IL · On-site

$90K - $115K/yr

Lead and manage P1 / P2 incident escalations, ensuring rapid resolution and stakeholder communication * Conduct operational governance, including service reviews, performance tracking, and compliance ...

Spot Inc.

Account Manager

Chicago, IL · On-site

$56K/yr

Our Account Managers leverage Spot's services and freight solutions to identify potential new ... Confident decision-making skills, problem-solving ability, and issue resolution skills. Additional ...

HOA Talent

Portfolio Manager

Chicago, IL · Hybrid

Strong customer service, problem-solving, and conflict resolution skills * Ability to manage ... multiple priorities in a fast-paced environment * Availability after hours/evenings as needed

HOA Talent

Portfolio Manager

Chicago, IL · On-site

Strong customer service, problem-solving, and conflict resolution skills * Ability to manage ... multiple priorities in a fast-paced environment * Availability after hours/evenings as needed

HOA Talent

Portfolio Manager

Chicago, IL · On-site

Strong customer service, problem-solving, and conflict resolution skills * Ability to manage ... multiple priorities in a fast-paced environment * Availability after hours/evenings as needed

Hitachi

Quality Engineer

Michigan City, IN · On-site

$70K - $90K/yr

Manage the Material Review Board (MRB) process for timely resolution of non-conforming material. * Understanding the requirements of SAP Receipt Routing, First Article Inspections, RMAs and the QN ...

Hitachi, Ltd.

Quality Engineer

Michigan City, IN · On-site

$70K - $90K/yr

Manage the Material Review Board (MRB) process for timely resolution of non-conforming material. * Understanding the requirements of SAP Receipt Routing, First Article Inspections, RMAs and the QN ...

Ripple

Manager, Client Support

Chicago, IL · On-site

SLAs, queue health, resolution times, and client satisfaction using data to continuously improve ... Lead and manage escalations end-to-end, bringing structure, urgency, and clear communication to ...

Spot Inc.

Carrier Account Manager

Chicago, IL · Hybrid

$56K/yr

Our Carrier Account Managers focus on building relationships with our #1 customer -our carriers ... Confident decision-making skills, problem-solving ability, and issue resolution skills. Additional ...

Prometsource

Drupal QA Analyst

Chicago, IL · Remote

$20 - $40/hr

Assure delivery of high quality code by raising quality issues, tracking their progress, and validating resolution. * Manage metrics and reports of project quality for ongoing review with Project ...

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All JobsResolution JobsResolution Manager JobsResolution Manager Jobs in Hebron, IN

Resolution Manager information

How does a resolution manager typically collaborate with other departments to resolve complex issues?

Resolution Managers frequently work cross-functionally, partnering with teams such as customer service, operations, legal, and IT to address and resolve challenging cases or disputes. Effective communication and coordination are essential, as Resolution Managers often facilitate meetings, gather input from multiple stakeholders, and ensure everyone is aligned on the resolution approach. This collaborative process not only helps in resolving issues efficiently but also provides broader insight into recurring problems, allowing the company to implement long-term process improvements.

What are the key skills and qualifications needed to thrive as a resolution manager?

To thrive as a Resolution Manager, you need strong problem-solving abilities, conflict resolution skills, and a background in business administration or a related field. Familiarity with case management software, CRM platforms, and sometimes certifications in mediation or dispute resolution are typically required. Exceptional communication, negotiation, and emotional intelligence help you manage stakeholder expectations and diffuse tense situations. These skills are crucial for efficiently resolving disputes, maintaining client satisfaction, and protecting organizational reputation.

What is the difference between Resolution Manager vs Customer Service Manager?

AspectResolution ManagerCustomer Service Manager
Primary FocusResolving complex issues and disputes efficientlyOverseeing customer service teams and satisfaction
Required SkillsProblem-solving, conflict resolution, technical knowledgeLeadership, communication, customer relationship management
Work EnvironmentOperations, support centers, client-facing rolesCall centers, retail, service industries
CertificationsRelevant industry certifications, conflict resolution trainingCustomer service certifications, management training

While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.

What cities near Hebron, IN are hiring for Resolution Manager jobs? Cities near Hebron, IN with the most Resolution Manager job openings:
Resolution Manager jobs near you
Infographic showing various Resolution Manager job openings in Hebron, IN as of August 2026, with employment types broken down into 1% As Needed, 81% Full Time, 16% Part Time, 1% Temporary, and 1% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution.

Customer Escalation and Incident Manager

Surf Internet

La Porte, IN • On-site

$60K - $70K/yr

Other

Re-posted 3 days ago

Surf Internet rating

7.8

Company rating: 7.8 out of 10

Based on 9 frontline employees who took The Breakroom Quiz

36th of 97 rated telecommunications companies

Job description

Overview
The Customer Escalation & Incident Manger is responsible for proactively identifying, tracking, and working with our teams to resolve high-impact customer experience issues across Surf Internet. This role serves as the central point of escalation and ownership for customers experiencing significant service challenges, acting as an incident manager to drive resolution through cross-functional coordination.
This individual will leverage customer data, operational signals, and feedback channels to identify at-risk customers, engage directly to resolve issues, and drive systemic improvements to prevent recurrence. He/she will also act as a single point of contact within Surf for escalating customer issues.
Reports To: Director of Customer Care
Department: Customer Care
Job Status: Exempt
Responsibilities:
Proactive Customer Experience Monitoring & Intervention
  • Identify customers experiencing poor service using key Surf metrics, including:
    • Repeat support tickets
    • Repeat inbound phone calls
    • Tickets open for extended periods
    • Error reporting from eero Insights
    • Support manager escalations
    • Social media posts and comments
    • rNPS and tNPS feedback responses
  • Analyze these signals to detect patterns and prioritize high-risk customer situations.
  • Champion and implement a Surf satisfaction scoring system to be utilized throughout the organization
  • Proactively engage affected customers before issues escalate further.
  • Take full ownership of the customer experience from identification through resolution.

Incident Management & Escalation Ownership
  • Act as the incident manager for complex or high-risk customer situations.
  • Serve as the single point of contact for the customer throughout the lifecycle of the issue.
  • Coordinate cross-functional teams (Customer Care, Network Operations, Field Service, Billing, etc.) to drive timely resolution.
  • Ensure clear communication, accountability, and follow-through across all stakeholders.

Customer Advocacy & Experience Recovery
  • Build trust with dissatisfied customers through strong communication, empathy, and ownership.
  • De-escalate high-friction interactions and restore confidence in Surf Internet.
  • Provide clear, proactive updates and set realistic expectations.
  • Ensure customers feel heard, supported, and prioritized throughout resolution.

Root Cause Analysis & Continuous Improvement
  • Analyze trends across identified signals (tickets, calls, NPS, eero data, etc.) to uncover root causes of poor customer experiences.
  • Identify gaps in processes, systems, or cross-functional workflows contributing to recurring issues.
  • Develop and present actionable recommendations to improve customer experience and reduce repeat incidents.
  • Partner with leadership and operational teams to implement improvements and track impact.

Cross-Functional Collaboration
  • Work closely with internal teams to remove blockers and accelerate issue resolution.
  • Influence without authority to drive accountability across departments.
  • Act as the voice of the customer in internal discussions and decision-making.

Reporting & Insights
  • Track and report on key CX health indicators and escalation drivers, including:
    • Volume and types of high-risk customer signals
    • Time to resolution for escalated cases
    • Root cause trends across tickets, calls, and feedback channels
    • Customer satisfaction recovery (rNPS/tNPS movement)
  • Provide regular insights and recommendations to leadership.

Qualifications:
Required
  • 5+ years of experience in customer experience, customer support, or operations (telecommunications environment preferred)
  • Proven ability to manage complex customer issues end-to-end
  • Strong interpersonal and communication skills, with advanced de-escalation abilities
  • Experience working cross-functionally in a fast-paced environment
  • Demonstrated ability to take ownership and drive outcomes without direct authority
  • Strong analytical skills with experience interpreting customer data and trends

Preferred
  • Experience in telecommunications, ISP, or technical service environments
  • Familiarity with tools such as CRM platforms, NPS systems, and network monitoring tools (e.g., eero Insights)
  • Experience with process improvement methodologies (Lean, Six Sigma, etc.)

Key Competencies
  • Ownership Mentality: Takes full responsibility for outcomes
  • Customer Obsession: Deep commitment to improving the customer experience
  • De-escalation & Empathy: Handles high-stress interactions with professionalism and care
  • Influence & Leadership: Drives action across teams without formal authority
  • Analytical Thinking: Uses data signals to identify risks and root causes
  • Communication Excellence: Clear, confident, and transparent with customers and internal teams

Success Metrics
  • Reduction in repeat tickets and repeat calls
  • Decrease in aged ticket volume
  • Improved resolution time for escalated and high-risk cases
  • Increased rNPS/tNPS scores for recovered customers
  • Reduction in negative social media escalations
  • Measurable improvements to processes or systems based on root cause analysis

What Surf Internet employees say

Pay

Benefits

Hours and flexibility

Workplace

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