Let's begin! Associate Director, Data Service Management & Complex Escalations

At Moodys we unite the brightest minds to turn todays risks into tomorrows opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they arewith the freedom to exchange ideas think innovatively and listen to each other and customers in meaningful ways. Moodys is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment were advancing AI to move from insight to actionenabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity helping our clients navigate uncertainty with clarity speed and confidence.

If you are excited about this opportunity but do not meet every single requirement please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship lead with curiosity champion diverse perspectives turn inputs into actions and uphold trust through integrity.

Skills and Competencies

• Proven experience leading complex data escalations service management operational governance or customer-critical issue resolution across multiple business functions
• Strong ability to coordinate cross-functional stakeholders across Data Operations Product Engineering Client Service Sales Data Governance and domain subject-matter teams
• Demonstrated skill translating ticket escalation and service-performance evidence into executive-ready insights operational priorities and systemic improvement opportunities
• Working knowledge of ticketing platforms service workflows SLA management issue classification ownership models escalation thresholds and performance reporting
• Strong executive communication skills including the ability to explain customer impact root cause known and unknown facts current actions decisions needed and next updates
• Demonstrated hands-on AI proficiency with the ability to identify responsible AI use cases for triage classification routing summarization duplicate detection pattern analysis and service intelligence
• Experience with Salesforce Jira AI-enabled workflow automation data quality management data governance or enterprise data-product operations is preferred
• Experience building or leading globally distributed teams supporting analytics service governance escalation coordination or operational performance management is preferred

Education

• Bachelors degree in Business Data Management Information Systems Computer Science Operations Management or a related field required; equivalent professional experience may be considered. Advanced degree or relevant certifications in data governance service management AI analytics project management or process improvement preferred

Responsibilities

• Lead enterprise service intelligence and complex escalation management for customer-critical Data Estate issues
• Own and manage the complex-escalation queue including triage assignment stakeholder mobilization progress tracking customer-impact assessment and closure
• Coordinate issues that cross multiple data domains products systems operating teams or accountable owners while maintaining end-to-end oversight of complex cases
• Convene Product Engineering Operations Client Service Sales Governance and domain subject-matter experts to diagnose high-impact problems confirm ownership and drive durable resolution
• Establish consolidated reporting on ticket volumes aging service-level performance reopen rates ownership gaps escalation patterns unresolved dependencies and emerging customer risks
• Develop executive-ready summaries and briefings that clearly explain the issue customer impact root cause current action required decisions residual risk and next update
• Lead responsible AI-enabled service intelligence by defining business requirements controls acceptance criteria and human review expectations for AI-supported ticket and escalation processes
• Govern service standards for classification ownership severity priority escalation status definitions closure criteria SLA exclusions exception reasons and scorecard reporting
• Lead business design and enhancement priorities for the Salesforce-Jira service-management ecosystem including workflow improvements automation opportunities reporting requirements rollout readiness and user validation

About the Team

The Data Estate service management and complex escalations function provides enterprise visibility coordination and governance for customer-critical data issues. The team connects evidence from tickets escalations service performance and stakeholder feedback to improve data quality operational effectiveness product readiness and customer outcomes across Moodys. Working across Data Operations Product Engineering Client Service Sales Data Governance and domain teams this function helps ensure complex issues are correctly owned transparently managed and resolved through coordinated action. The team also advances Moodys AI-first strategy by responsibly applying AI-enabled service intelligence to improve routing accuracy issue summarization pattern detection executive reporting productivity and recurrence prevention while preserving appropriate human judgment and control.

Moodys is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status sexual orientation gender expression gender identity or any other characteristic protected by law.

Candidates for Moodys Corporation may be asked to disclose securities holdings pursuant to Moodys Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy including remediation of positions in those holdings as necessary.