Senior Escalation Manager
Skills
- Executive-level verbal and written communication
- Ability to translate complex technical problems into non-technical terms
- Cross-functional leadership and decisive problem-solving
- Prioritization and execution under high pressure
- Experience handling high-profile, customer-impacting escalations
- Familiarity with Jira, Confluence, Salesforce, and observability/reporting tools
- Data-driven decision-making and metrics analysis
Responsibilities
- Manage complex escalations end-to-end, ensuring timely investigation, communication, and resolution
- Lead cross-functional collaboration with technical teams, support, and executive stakeholders
- Support and evolve the Escalation Management function, problem management initiatives, and executive escalation processes
- Develop and implement action plans addressing root causes while balancing cost, risk, and resources
- Maintain and optimize escalation protocols, triage, and prioritization based on business impact
- Translate technical issues into clear business cases, impacts, and risks for stakeholders
- Present escalation and incident summaries to management and executives as needed
- Analyze escalation metrics and quality trends and provide data-driven improvement recommendations
- Contribute to blameless post-mortems and drive prioritization of follow-up action items
- Coach and mentor team members to identify and mitigate early escalations
Education
- Bachelor's degree or equivalent experience preferred
- Advanced degree a plus but not required
- Relevant certifications or formal training in incident/operations management beneficial
Benefits
- Competitive compensation with equity (RSUs)
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off and parental leave
- Comprehensive medical, dental, vision, life, and disability plans
- Fertility benefits and family services
- Professional development support, learning stipend, and career pathing
- Curated in-office experience, volunteer opportunities, and employee resource groups
Average salary estimate
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