Senior Manager, Escalation Management

Responsibilities

• Serve as the primary customer interface and single source of truth during high-visibility incidents, translating complex technical issues into clear business communications for customers and senior executives.
• Use escalation data and customer experience insights to influence process and product improvements.
• Develop and execute a multi-quarter strategy to evolve escalation management from a reactive function into a proactive value driver.
• Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs), reporting on departmental health, mitigation ROI, trends, and long-term risks.
• Forecast headcount and tooling needs based on product launches and customer growth.
• Lead cross-functional escalation initiatives through definition, execution, and post-launch analysis.
• Manage project timelines, dependencies, deliverables, stakeholder alignment, and conflict resolution.
• Build and maintain escalation runbooks, standard operating procedures, communication cadences, resolution paths, and Operating Level Agreements (OLAs).
• Audit workflows and improve coordination across Sales, Support, Customer Experience, and Engineering.
• Mentor team members in strategic thinking, negotiation, proactive risk assessment, executive reporting, and performance management.
• Lead training initiatives to improve de-escalation and proactive issue management across Support and Operations.

Requirements

• Demonstrated customer advocacy and commitment to customer and employee experience through people management, coaching, and performance management.
• Experience working inclusively with geographically distributed teams across time zones.
• Learning mindset, curiosity, and ability to build relevant internal and external knowledge.
• Ability to identify process and team improvements, innovate, and develop scalable solutions.
• Strong documentation skills, including creating and curating internal and external documentation.
• Strong written and verbal English communication skills.

Nice-to-haves

• 10+ years of experience in high-growth technology environments.
• 7+ years in a leadership role reporting to a Director or above.
• Experience leading MORs and QBRs and presenting to executive audiences.
• Systemic problem-solving and process design experience.
• Data literacy using CRM platforms such as Salesforce or Zendesk and BI tools such as Tableau or Looker.
• Ability to balance strategic planning with hands-on response during critical incidents.
• Experience with Agile, Scrum, or Waterfall methodologies.
• Experience with Jira, Asana, or Airtable.

Compensation

• Estimated pay range for eligible listed locations: $141,520.00–$176,900.00.
• May be eligible for equity and a corporate bonus plan.
• Benefits may include healthcare insurance, 401(k), paid sick and personal time off, and paid parental leave.
• Occasional travel may be required for project or team meetings.