Senior Manager, Escalation Management

Role overview

This is a senior leadership opportunity to head a North American Global Escalation Management function at a communications technology organization. The role combines high-stakes customer advocacy during major incidents with longer-term strategic work to evolve the escalation discipline from reactive firefighting into a proactive, value-driving capability. Success in this position requires balancing executive-level communication, data-informed decision making, and people leadership across a distributed team.

Responsibilities

- Act as the primary customer-facing liaison during high-visibility incidents, translating complex technical issues into clear business communications for VP and Senior Director-level audiences - Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) to track departmental health, communicate mitigation ROI, and forecast long-term risk - Develop and execute a multi-quarter strategy that shifts the escalation function from a reactive cost center into a proactive value-driver - Forecast headcount and tooling requirements in alignment with upcoming product launches and customer growth - Manage cross-functional escalation projects end-to-end using Agile, Scrum, or Waterfall methodologies with tools such as Jira, Asana, or Airtable - Establish Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times - Mentor the team to elevate strategic maturity, moving them beyond tactical troubleshooting toward proactive risk assessment and executive-level reporting - Lead a company-wide initiative to upskill de-escalation capabilities across the broader Support and Operations organizations

Requirements

- Demonstrated commitment to customer experience through people management, coaching, and performance management - Experience leading inclusive, distributed teams across multiple geographic locations and time zones - Learning mindset with curiosity and the ability to build relevant internal and external knowledge - Track record of identifying process and team improvements, innovating, and creatively solving problems at scale - Strong documentation skills for creating and curating internal and external content - Excellent English written and verbal communication skills

Nice to have

- 10+ years in high-growth technology environments with 7+ years in leadership roles reporting to Director level or above - Experience leading MORs/QBRs and presenting to executive audiences - Demonstrated ability to design systemic, ecosystem-wide solutions rather than one-off fixes - Expertise with CRM platforms such as Salesforce or Zendesk and BI tools such as Tableau or Looker

Benefits and work setup

- Remote-first role; not eligible for hire in CA, CT, NJ, NY, PA, or WA - Occasional travel for in-person team or project meetings - Estimated pay range of $141,520 - $176,900 for candidates based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington D.C. - Eligibility for the company's equity plan and corporate bonus plan - Health care insurance, 401(k) retirement account, paid sick time, paid personal time off, and paid parental leave - Applications accepted until September 21, subject to change based on business needs