Key Responsibilities
The Escalation Manager role is a strategic, high-visibility position that provides the highest level of escalation for customer issues jeopardizing business relationships and/or sales opportunities with key customers.
The successful candidate will lead and manage the resolution of critical issues by forming and leading interdepartmental, cross-functional, and geographically dispersed virtual teams based on customer and escalation needs.
* Escalation Leadership: Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution. Maintain and improve procedures for customer and field personnel for escalation handling.
* Expedite Resolution: Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations. Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of critical accounts.
* Communication and Reporting: Effectively communicate critical issue status to executive staff, sales teams, and other invested parties. Use dashboards and keen understanding of how to use data to help deliver outcomes needed and track progress towards Service Level Objectives (SLOs).
* Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for situations 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.
* Retrospective and Preventive Measures: Retrospectives and post-mortem analyses help improve processes/systems/products. Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.