Sr. Product Escalation Manager
Core
Operational leader for critical customer-facing escalations requiring engagement from Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership.
Role type
Senior Escalation Manager
Builds
Operational resilience and customer trust through effective triage, cross-functional resolution, and post-incident governance.
Domain
Cybersecurity / SaaS / Cloud Infrastructure
Deliverable
dashboards & analysis
Required skills
Escalation lifecycle management, cross-functional coordination, Root Cause Analysis (RCA) governance, executive communication, stakeholder management, incident triage, SLA adherence tracking, corrective action management, pattern recognition for systemic risks
Preferred skills
Major Incident Management, ITIL/SRE frameworks, Jira/Salesforce/ServiceNow/PagerDuty/Zendesk proficiency, cybersecurity domain knowledge
Responsibilities
Evaluate and classify incoming escalation requests; route issues to appropriate technical teams; lead cross-functional meetings for critical issues; manage executive updates and customer communications; oversee RCA program including timelines and corrective actions; develop escalation metrics and executive reporting.
Seniority
Senior, hands-on IC