Date Posted: 09/15/2026
Hiring Organization: Rose International
Position Number: 507517
Industry: Software/Financial Services/IT Company
Job Title: Escalation & Case Operations Specialist (Customer Resolution)
Job Location: Tucson, AZ, USA, 85706
Work Model: Hybrid
Work Model Details: Hybrid role: 3 days onsite per week
Shift: Standard Business Hours
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 12
Min Hourly Rate($): 30.00
Max Hourly Rate($): 35.00
Must Have Skills/Attributes: Case Management, Documentation, QA
Experience Desired: Experience in escalation management, case/incident handling, or customer resolution operations (3-5+ yrs); High-visibility or executive-escalation environment (3-5+ yrs); Familiarity with case/ticketing tooling (e.g., Salesforce, Jira etc.) (3-5+ yrs); Case Management & SLA Ownership (3-5+ yrs)
**C2C is not available**
Job Description
Required Skills:
• Experience in escalation management, case/incident handling, or customer resolution operations, ideally in a high-visibility or executive-escalation environment (3-5+ years)
• Strong prioritization judgment and comfort making time-sensitive triage calls within defined severity standards
• Track record of owning a case portfolio against SLA targets, including under volume pressure (3-5+ years)
• Comfortable working across QA rubrics, documentation standards, and root-cause analysis
• Clear, calm communicator who can coordinate across BUs, partner teams, and internal governance owners without letting scope creep go unmanaged
• Preferred Skills:
• Familiarity with case/ticketing tooling (e.g., Salesforce, Jira etc.) and member-data platforms is a plus; willingness to be trained on partner-specific tools required (3-5+ years)
Job Details:
About the Team
Office of the President — Resolution Operations (ResOps) Escalation & Case Operations Specialist
The Office of the President (OOP) is Client final escalation point for its most critical and high-visibility customer issues. Resolution Operations (ResOps) is OOP's operational core - the team brings structure, accountability, and quality discipline to every escalation that reaches this level, ensuring nothing falls through the cracks and nothing leaves without the rigor and care the OOP name demands
Role Summary
As an Escalation & Case Operations Specialist, you'll own a portfolio of non-executive escalations end-to-end, serve as a triage backup during coverage gaps and volume surges, and contribute to the quality and severity frameworks that keep ResOps consistent across a growing set of business units and partner programs. This role is an evolving core case-management muscle for the team
What Success Looks Like
• Case portfolio maintains SLA adherence even during volume surges
• Triage backup coverage is seamless - zero degradation in quality or response time during coverage windows
• Systemic issues and repeat drivers are surfaced early and routed to the right owner, not just documented after the fact
• BUs and partners experience consistent, well-documented case handling without ResOps absorbing workouts
Job Duties:
Case Management & SLA Ownership
• Own a portfolio of non-partner, non-executive escalations end-to-end, from intake through resolution
• Maintain SLA adherence, prioritization discipline, and workload balancing across an active case queue.
• Ensure cases escalated to a business unit (BU) are closed appropriately and with documented resolution
• Surface systemic risk themes and repeat issue drivers before they reach executive escalation
Triage Continuity
• Serve as triage backup during absences, off-hours gaps, or volume surges, applying the same standardized priority and severity definitions used during core coverage
• Maintain triage SLA integrity and consistent severity tagging across all coverage periods
Quality & Calibration Support
• Participate in QA calibrations to align on consistent scoring and expectations
• Apply the non-executive QA rubric and severity/prioritization model in daily casework, and flag gaps or drift back to the QA lead
• Support documentation integrity so case records hold up under audit and QA review
Cross-Team & Partner Coordination
• Assist business units with case-management questions and route to the correct team/stakeholder when a request falls outside ResOps' core scope
• Escalate operational friction points or recurring issues to the relevant governance owner (triage, QA, or partner lead)
• Take on additional ancillary tasks as ResOps' scope evolves, including work currently being scoped for the team, with the understanding that core responsibilities may shift as ownership across the team is finalized
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Each time I contacted Rose, I was completely satisfied with the great attention and customer service I received. Each person was extremely knowledgeable and patient with my concerns or questions.
Diana, Consultant
It was great working for Rose International. Everyone was extremely helpful.
Rosann, Consultant
Rose International has been great to me. I thank everyone there for all of their hard work; it has not gone unnoticed.
Melody, Consultant
Your team at Rose International is always very helpful and responsive.
Barbara, Consultant
Rose International maintained good communication during assignments and are very informative through email and phone calls.
Sade, Consultant
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