Technical Escalation Project Manager
Core
Central coordination hub for high-severity technical escalations, ensuring clear communication and aligned execution across cross-functional teams to resolve critical incidents.
Role type
Senior Technical Escalation Project Manager
Builds
Transparent escalation lifecycles, executive-ready status summaries, and improved operational playbooks for critical customer incidents.
Domain
SaaS / Social Impact Technology / Technical Operations
Deliverable
Dashboards & analysis
Required skills
High-severity incident coordination, cross-functional team leadership, risk management, dependency tracking, stakeholder communication, action plan execution, post-incident review facilitation
Preferred skills
Salesforce, Microsoft Project, AI-assisted workflow automation, ITIL, Agile, PMP
Technologies
Salesforce, Microsoft Project
Responsibilities
Lead high-severity technical escalations as the central point of coordination; maintain action plans, timelines, risks, and ownership; translate complex technical information into clear updates for customers and executives; partner with Support, Engineering, and Product teams during critical incidents; deliver executive-ready summaries and escalation updates; facilitate post-incident reviews and enhance escalation playbooks.
Seniority
Senior, hands-on IC
