Job Description
The Escalation Manager plays a pivotal role in resolving high-priority customer issues that impact our business relationship and sales opportunities. This strategic position requires strong leadership skills, effective communication, and the ability to work across various functional organizations and business units.
1. Elevate Customer Experience:
* Drive progress and resolution of customers' critical issues with ownership and accountability.
* Streamline escalation resolution by driving clear intake, scope, priority, exit criteria, and end-to-end processes.
2. Expedite Resolution:
* Engage and lead cross-functional teams to develop and execute action plans addressing critical situations.
* Influence and assign tasks effectively to achieve key objectives for critical accounts and issues.
3. Communication and Reporting:
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Use data-driven insights to track progress towards Service-Level Objectives (SLOs) and intermediate milestones.
4. Risk Management:
* Make informed decisions on elevating urgency and apply relevant governance, guardrails, and reviews.
* Demonstrate strong judgment in risk management and problem mitigation, as well as timely decisions from both business and technical perspectives.
5. Retrospective and Preventive Measures:
* Conduct retrospectives and post-mortems to improve processes, systems, and products.
* Identify systemic issues and drive actions to prevent future problems.