Manager, Escalation Management
Core
Lead the Escalation Management team to resolve high-impact customer escalations 24x7x365, ensuring data-driven business insights and results for critical customers.
Role type
Manager, Escalation Management
Builds
Operational, tactical, and strategic goals for the Escalations organization; future-proof processes and automation for scale.
Domain
SaaS, Technical Support, Enterprise Service Management
Required skills
Team leadership and hiring, Technical support management, Escalation/incident management, Process improvement, Data-driven decision making, Cross-functional collaboration, Root cause analysis, Stakeholder management, Strategic planning, Change management
Preferred skills
Experience in large complex web-based environments, Customer-first mindset, Analytical problem solving, Technical aptitude, Negotiation skills, Adaptability
Technologies
SaaS platforms, Support ticketing systems, RCA tools
Responsibilities
Hire, develop, and train a team of Escalation Managers; Navigate and steer difficult situations toward positive outcomes; Perform case quality reviews and coach team members; Foster relationships with product and engineering functions; Establish and implement metrics for success; Lead and grow a diverse team responsible for responding to and resolving high-impact escalations; Engage in escalations to a minimum of 30% of time; Deliver updates to internal and external stakeholders including C-level individuals.
Seniority
Manager, supervisory role
