Senior Manager, Escalation Management
New
J
JobgetherCustomer Success
United StatesFull-TimeManager
Salary$141,520–$176,900 for eligible hires in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.
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Job Details
- Languages
- English
- Experience
- 10+ years of experience in high-growth technology environments is preferred, including 7+ years in a leadership role reporting to Director level or above.
- Required Skills
- AgileSalesforceSCRUMJiraTableauAsanaZendeskLooker
Requirements
- 10+ years of experience in high-growth technology environments.
- 7+ years in a leadership role reporting to Director level or above.
- Demonstrated experience in people management, coaching, and performance management.
- Proven ability to identify opportunities for process and operational improvement at scale.
- Excellent written and verbal English communication skills.
- Experience leading Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs).
- Strong data literacy using CRM and BI tools such as Salesforce, Zendesk, Tableau, or Looker.
- Strong project management capabilities using methodologies like Agile, Scrum, or Waterfall.
- Experience leading inclusive teams distributed across multiple geographic locations and time zones.
- Strong documentation skills for maintaining SOPs and operational procedures.
Responsibilities
- Serve as the primary escalation leader and customer advocate during high-visibility incidents.
- Translate complex technical issues into actionable business communications for senior leadership.
- Analyze escalation trends to drive product and process improvements through actionable business intelligence.
- Develop and execute a multi-quarter strategic roadmap to evolve escalation management into a proactive function.
- Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) for executive stakeholders.
- Forecast resource, headcount, and tooling requirements based on organizational growth.
- Build, document, and implement escalation runbooks, triggers, and communication cadences.
- Mentor the escalation management team in strategic thinking, risk assessment, and analytical reporting.
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