Escalation Manager Role

New

Skills

Analytics Tools Communication Skills Crisis Management Cross-Functional Leadership Customer Advocacy Data Analysis Problem-Solving Root Cause Analysis Salesforce Technical Acumen

The Escalation Manager is responsible for owning and driving the prompt resolution of escalated issues, while guiding cross-functional teams and maintaining effective communication with stakeholders. This role requires strong leadership and crisis management skills to mitigate impacts in high-pressure situations.

Key Responsibilities
  • Own and drive prompt resolution of escalated issues.
  • Guide Support Engineers and CCE teams in cross-functional efforts.
  • Lead crisis management efforts to mitigate impacts during high-pressure situations.
  • Provide proactive status reports for escalations to stakeholders.
  • Present data analysis and insights, highlighting trends and risks for continuous improvement.
  • Lead post-resolution reviews to identify systemic fixes through root cause analysis.
  • Act as a customer advocate to represent their interests to Product and Engineering teams.
  • Be available for stand-by on-call duties, which may require after-hours work.
Requirements & Qualifications
  • 8+ years of experience in a technical, customer-facing role managing escalations.
  • Strong leadership skills with the ability to guide cross-functional teams with accountability.
  • Excellent written and verbal communication skills for both technical and non-technical audiences.
  • Strong analytical problem-solving abilities under pressure.
  • Data-driven approach to inform improvements using relevant metrics.
  • Technical acumen with a solid understanding of software products, APIs, and distributed systems.
  • Familiarity with tools like Salesforce, FireHydrant, Google Workspace, and BI/Analytics tools such as Omni is a plus.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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