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.