Responsible for ensuring the successful resolution of Cornerstone’s most critical customer issues by owning escalated cases end-to-end and driving accountability across internal teams.
Locations (3)
Hyderabad, Telangana, India
Mumbai, Maharashtra, India
Pune, Maharashtra, India
Responsibilities
Own escalated defect cases end-to-end, serving as the single point of contact for customers and ensuring consistent, proactive communication until resolution is confirmed.
Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
Partner closely with Engineering, Product, and cross-functional teams to drive resolution, remove blockers, and ensure every escalation has an assigned owner and expected fix date.
Use clear, plain-language communication — including live calls when needed — to de-escalate urgent situations and maintain customer confidence.
Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.
Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $112,000.00/Yr. – $154,000.00/Yr. Annual Bonus for eligible positions: 20%
Responsibilities
Design fully digital and blended leadership programming
Co‑design digital experience layer across leadership programs
Implement Exelon's AI coach within leadership programs
Facilitate and deliver leadership programming for emerging, mid-level, and senior leaders
Build and own measurement engine for leadership development
Requirements
Bachelor’s degree in a related field (e.g., Business, Human Resources, psychology, Organizational Development, Learning Sciences, or a data/analytics field)
Nice to have: Master’s degree in a related field
Nice to have: certification in instructional design, learning analytics, coaching, or change management
Nice to have: union experience
Nice to have: frontline workforce development experience in energy or infrastructure sectors
