# Project Manager ( Escalation)

**Company:** [SkySun](http://jobs.workable.com/companies/vxFA6CGEoacYba7oAN22J2.md)
**Location:** Sahibzada Ajit Singh Nagar, India
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/2c80fb30-5596-4f9e-8c2f-98f579b56bc6)

## Description

**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.