Position Name : Analyst - Executive Escalation :
Role Overview -
We are seeking a sharp, detail-oriented analyst to manage high-stakes escalations directed to the CEO's office. You will be the primary investigator and storyteller for our leadership team. You will be responsible for dissecting what went wrong, chasing internal teams for answers, and drafting the final narrative that goes back to the CEO.
Key Responsibilities -
. The Investigative RCA: When an escalation hits the CEO's desk, you will lead the 5-Whys investigation. You will contact internal teams (Ops, Tech, Product) to gather the actual details of the failure. . Elite Content Writing: Transform messy internal logs and technical jargon intopolished, professional executive summaries. You must have the ability to write with clarity, brevity, and a tone suitable for the CEO. . Closing the Loop: You will draft the formal response/briefing for leadership to share with the CEO. Your writing must be ready-to-send. . Social Media Sentinel: Monitor and manage the Sprinklr dashboard. You will analyze Social Media Voices to identify emerging crises and categorize them for the issue tracker. . The Issue Tracker: Maintain a meticulous database of every CEO escalation. You will tag issues by Type, Severity, and Root Cause to build monthly trend reports. . Process Improvement: Identify recurring pain points and draft service charters (standardized playbooks) to ensure the same mistake doesn't happen twice. . Metric Support: Help build and maintain the Escalation Rate dashboard, providing the data needed to show leadership how we are reducing friction.
Required Profile -
. Experience: 2-3 years in content writing, business analysis, or quality auditing (RCA experience is a huge plus). . Writing Excellence: You can take a 20-minute verbal explanation and condense it into a 3-sentence summary without losing any context. . Tool Knowledge: Familiarity with Sprinklr or social media monitoring tools is preferred. Proficiency in Excel/Google Sheets is required for tracking. . Persistence: You aren't afraid to chase stakeholders from other departments to get the answers you need to close a case.
Analytical Curiosity: You don't just accept it was a glitch as an answer you want to knowwhy the glitch happened
