Staff Escalation Manager

Staff Escalation Manager

Role Overview

We’re looking for a dedicated, curious problem solver to join our Customer Engagement organization as a Critical Escalation Manager! This is a strategic, high-visibility role that drives the highest level of escalation management for customer issues.

About the role

• Ownership for driving resolution of customer’s critical issues.
• Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
• Effectively communicate critical issue status to executive staff, working teams and the customer.
• Ensure the cross-functional team is working off of clearly established action plans (ex. Who, What, When) and delivering within established SLOs.
• Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
• Maintain and expand a so...