Project Manager ( Escalation)
Project Manager – US Solar Operations (Escalations & Customer Success)
Location: Mohali (Work From Office)
Shift: Night Shift (US Shift)
Working Days: 5.5 Days a Week
Salary: Up to ₹9 LPA
Job Overview
We are looking for an experienced Project Manager to handle high-priority customer escalations across our US-based solar operations. The role requires managing complex customer situations, driving cross-functional resolutions, and ensuring a positive customer experience throughout the project lifecycle.
Key Responsibilities
- Handle L2/L3 and Final Escalation calls from US customers.
- Resolve customer concerns related to project delays, billing disputes, inspections, permitting, and scheduling issues.
- Coordinate with Scheduling, NTP, Inspection, and Project Management teams to drive timely resolutions.
- Provide structured customer updates and rebuild trust during critical situations.
- Maintain escalation trackers, monitor KPIs, and prepare resolution reports.
- Identify recurring issues and recommend process improvements.
Requirements
- 3–6 years of experience in Escalation Management, Customer Success, Customer Retention, Operations, or Project Coordination.
- Strong experience handling US customers and complex escalations.
- Excellent verbal and written communication skills.
- Experience managing customer retention and de-escalation conversations.
- Strong problem-solving, stakeholder management, and RCA skills.
- Process-driven, KPI-focused, and comfortable working in a fast-paced environment.
Preferred Background
Candidates from International BPO, Customer Experience, Customer Success, Operations, Escalation Management, or Service Delivery roles will be preferred.