Sleep Number Corporation

General

• Serve as the single point of contact for customers experiencing delivery disruptions, reschedules, or service failures
• Proactively contact customers to explain service issues, coordinate rescheduled delivery plans, and set clear expectations
• Answer escalated customer calls
• Support field technicians, logistics partners, and customer service teams by coordinating information and resolution steps
• Review customer feedback and satisfaction surveys to identify unresolved concerns and initiate proactive outreach
• Collect and document information from internal partners to support issue resolution
• Communicate with customers via phone, email, and case management tools
• Monitor case progress and ensure follow-up actions are completed within established service levels
• Document customer insights and recurring themes for continuous improvement discussions
• Execute defined retention actions and maintain customer contact through resolution and post-resolution follow-up, including the first 100 nights following a prevented cancellation

Resolution Specialist

Engineer

• Architect, design, and standardize Identity Management infrastructures, including Active Directory, ADFS, Enterprise Authentication, Single Sign-on, and Provisioning systems
• Implement solutions integrating new technology with legacy applications
• Manage Sleep Number’s Identity and Privileged Access Management systems
• Develop custom integrations where standard plugins do not exist
• Partner with platform teams to integrate their products
• Support ongoing security compliance initiatives
• Drive adoption of infrastructure-as-code approaches across teams and technologies
• Use automation to reduce operational workload
• Build fully automated configuration management with unit and regression testing
• Create automated repeatable processes
• Develop fully automated CI/CD pipelines for other teams to leverage
• Provide a unified environment for developers
• Support incident, problem, configuration, and change management policies and procedures

Resolution Specialist

Senior Identity Engineer