Associate Director, Data Service Management & Complex Escalations

Let's begin! Associate Director, Data Service Management & Complex Escalations (14988)

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling 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.

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

• Bachelor’s 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 Moody’s. 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 Moody’s 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.

Moody’s 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 Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s 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.

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