Overview
We are seeking a high-trust, high-impact leader to serve as the Operations Liaison & Escalation Command Manager (SOT). This role is the central point of command for escalations and the bridge across Operations, Account Management, Control Tower, Carrier, Billing, and Leadership teams. The mission is to deliver Peace of Mind through flawless execution, proactive communication, and zero surprises. This leader will identify risks early, mobilize cross-functional teams quickly, drive issues to resolution, and implement lasting preventive measures.
Responsibilities
- Lead all escalations from detection through closure and prevention of repeat failures
- Serve as the cross-functional liaison to align departments and eliminate execution gaps
- Maintain a centralized watchtower of critical risks, customer-impact issues, and high-priority events
- Ensure leadership is informed early of material risks and key developments
- Drive structured communication cadence, accountability, and audit-ready documentation
- Mobilize rapid-response teams for urgent or high-severity events
Minimum Requirements:
- 7+ years of leadership experience in operations, logistics, or high-tempo environments
- Proven success leading cross-functional teams and managing escalations under pressure
- Strong executive presence, diplomacy, and relationship-building skills
- Excellent written and verbal communication skills
- Highly organized with strong problem-solving and decision-making ability
- Experience in logistics, control tower, QA, or customer operations preferred
