Manager, Escalation Management

Responsibilities

• Lead global Escalation Management team responsible for responding to, investigating, managing, and resolving high-impact escalations in a 24x7x365 SaaS environment.
• Hire, develop, train, and manage a team of Escalation Managers.
• Navigate and steer difficult situations toward positive outcomes with a diplomatic approach.
• Make data-driven decisions to improve operational quality and efficiency.
• Perform case quality reviews and coach team members to drive improved customer experience.
• Foster relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback.
• Establish working relationships with customer-facing teams (sales, support account management, professional services, etc.).
• Assess processes, technology, and team skill sets to identify gaps, improvements, and opportunities.
• Act as agent of change for new business processes, technology, and transformation.
• Lead by example to cultivate a culture of teamwork and collaboration.
• Manage to organizational and departmental objectives.
• Establish and implement relevant metrics and measures for success.
• Build future-proof processes and automation to enable scale.
• Ensure quality in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts, etc.
• Personally engage and manage escalations for a minimum of 30% of time.
• Promote continuous improvement based on data-driven conversations.
• Leverage metrics to make strategic decisions.
• Deliver scheduled updates to internal and external stakeholders, including C-level individuals.

Requirements

• B.S. or M.S. degree in CS, MIS or equivalent discipline.
• 6+ years of technical support and service management experience.
• 2+ years in a supervisory role.
• 3+ years of experience in a customer-facing role managing either escalations or incidents.
• Experience managing Enterprise support in a large and complex web-based service and technology environment.
• Customer-first mindset with ability to provide exceptional internal and external customer care.
• Proven capability of delivering on departmental goals and key metrics.
• Experience facilitating solution-building across cross-functional teams and driving projects to achieve shared goals.
• Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers.
• Reputation for trustworthiness, fairness, dependability, and high ethical standards.
• Strong analytical and problem-solving skills.
• Strong technical aptitude and excellent communication and negotiation skills (oral and written).
• Ability to adapt, be flexible, and learn quickly in a dynamic environment.
• Excellent teaming skills and ability to work with virtual and global cross-functional teams.

Nice-to-Haves

• Experience creating detailed proactive and reactive business models, analyses, and processes.
• Thorough understanding of processes that drive consistent Escalation Management results and business impacts related to technical issues.