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.

Pay: ₹500,000\.00 \- ₹900,000\.00 per year

Work Location: In person