Key skills
Communication
About this role
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. We are looking for an individual to provide specialized Information Technology support for our strategic business partners within the client Corporate Center.
Responsibilities:
- Execute the complaint routing model between TD, Loyalty, Care, and stores using existing SOPs and decision maps
- Support and maintain interaction models that define JWN ↔ TD handoffs for high‑touch, high‑spend, and VIP customer scenarios
- Assist with executive-level escalations across TD and client, ensuring timely communication and thorough follow‑through
- Participate in the feedback loop with store partners on UDAAP, unsolicited accounts, discrimination complaints, and other sensitive categories
- Support process documentation, workflow clarification, and refinement of customer experience operations during the post‑conversion period
Requirements:
- Experience handling escalations, complex customer issues, and high-stakes service scenarios
- Strong written and verbal communication — must be able to match a polished, brand-aligned tone
- Ability to operate in ambiguity; strong judgment without heavy oversight
- Comfort acting as a connector between teams, including external partners
- Ability to quickly learn client processes and represent the client customer experience standard
- Operational discipline: following SOPs, documenting work, and escalating when appropriate
- Professional maturity, as the role interacts with store leaders and TD partners
- 3+ Years of Experience Required
- Need someone who has already led escalations, worked in ambiguity, and can make judgment calls on Day One. This is an interim, high-urgency, sensitive role
- Experience in financial services, credit card operations, or loyalty programs
- Luxury retail or hospitality background
- Comfort with data pulls, KPI monitoring, or trend summarization
- Prior contractor experience (i.e., used to fast ramp-up roles)