Job Title
Pivotal positions in our Global Incident and Escalation Management unit are open for talented Escalation Managers. We are seeking driven individuals to manage critical issues, lead cross-functional teams and effectively communicate issue status to executive staff, sales teams, and other invested parties.
Responsibilities:
* Manage ownership of progress and resolution of customers' critical issues
* Develop clear intake, scope, priority, exit criteria and end-to-end process to streamline escalation resolution
* Maintain and improve procedures for customer and field personnel for escalation handling
* Interact with direct customer leadership and technical audiences as necessary
* Expedite Resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Assign tasks and responsibilities to achieve key objectives of critical accounts and issues
* Hold relevant owners accountable for driving target service-level Objectives (SLO) and intermediate milestones leading up to it
* Collaborate with Executive Sponsors to resolve roadblocks in a timely manner
* Communication and Reporting
* Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
* Utilize dashboards and demonstrate an understanding of how to use data to deliver outcomes and track progress towards SLO
* Set clear customer expectations and provide timely updates on troubleshooting and resolution action plans for internal and customer facing communications
* Risk Management
* Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
* Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives