Senior Manager, Escalation Management

About This Opportunity

Our talent team is representing a confidential communications technology company seeking a Senior Manager, Escalation Management for a remote position in the United States. This is a high-impact leadership role focused on transforming escalation operations from reactive crisis management into proactive, data-driven process improvement that drives systemic change at scale.

As the leader of the North American escalation team, you will serve as the primary interface during high-visibility customer incidents, translating complex technical challenges into clear executive communications. You will mentor your team to elevate their strategic maturity while championing continuous improvement across the organization.

Responsibilities

In this role, you will:

• Executive Communication & Product Influence: Act as the direct point of contact for customers during critical incidents, serving as the single source of truth for both customers and senior leadership at the Director/VP level. Transform escalation data into actionable business intelligence to prioritize product and process enhancements.
• Strategic Planning & Governance: Develop and execute multi-quarter strategies to transition escalations from a reactive function to a proactive value-driver. Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) with senior leadership, tracking trends, ROI of mitigation efforts, and long-term risk forecasts. Plan headcount and tool requirements based on projected growth.
• Project Management: Lead end-to-end project lifecycle for cross-functional escalation initiatives. Manage timelines, dependencies, and deliverables using methodologies like Agile, Scrum, or Waterfall and tools such as Jira, Asana, or Airtable. Facilitate stakeholder alignment and resolve conflicts to drive milestones to completion.
• Process Creation & Refinement: Build and document comprehensive escalation frameworks, defining triggers, communication cadences, and resolution paths. Continuously audit workflows to identify friction points and create SOPs that bridge gaps between Sales, Support, Customer Experience, and Engineering. Establish clear Operating Level Agreements (OLAs) with cross-functional partners.
• People Development & Cultural Leadership: Mentor team members on advanced strategic thinking, moving them beyond tactical troubleshooting toward proactive risk assessment and executive-level analytical reporting. Lead company-wide initiatives to uplevel de-escalation skills across broader Support and Operations teams through training programs focused on proactive issue management.

What We're Looking For

Required qualifications:

• Strong customer-centric mindset with demonstrated dedication to customer experience through people management, coaching, and performance management
• Experience working inclusively with team members across different geographic locations and time zones
• Learning mindset with curiosity and ability to build internal and external knowledge
• Proven ability to identify process improvements, innovate, and creatively solve problems at scale
• Excellent documentation skills to create and curate internal and external materials
• Strong English written and verbal communication skills

Desired qualifications:

• 10+ years of experience in high-growth technology environments, with 7+ years in a leadership role reporting to Director-level or above
• Experience leading MORs/QBRs and presenting to executive audiences
• Proven systemic thinking ability—building processes that solve problems for the entire ecosystem, not just individual cases
• Expertise using CRM systems (Salesforce/Zendesk) and BI tools (Tableau/Looker) to tell compelling stories with data
• Unique ability to balance strategic planning at a high level while remaining willing to dive into details during critical incidents
• Proficiency in project management methodologies and tools

How We Work With You

When you apply through Get A Job.ai, our recruiting team will carefully review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. We ask that you work exclusively through our team and not contact the client directly—this ensures a smooth process and allows us to advocate effectively on your behalf.

This is a remote role, but please note it is not available to candidates in CA, CT, NJ, NY, PA, or WA. Occasional travel may be required for team meetings, functional off-sites, or customer meetings.

Pay

Our client has indicated the following compensation range for candidates hired in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington D.C.: $141,520 - $176,900. The role may be eligible for equity participation and corporate bonus programs. Benefits typically include health care insurance, 401(k) retirement account, paid sick time, paid personal time off, and paid parental leave.

Final compensation will be determined based on skills, experience, and geographic location.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or other legally protected characteristics.