Escalation Manager

📋 Description

• Take ownership of escalations from start to finish (often serving as the primary contact), ensuring timely progress and resolution.

• Assess and prioritize urgent issues that affect go-lives, production environments, upgrades, or essential deliverables.

• Eliminate obstacles and promote accountability across teams until resolution, including follow-ups with Development/Product teams.

• Collect and validate necessary technical information (logs, reproduction steps, impact statements) to facilitate efficient engineering investigations.

• Coordinate resources from various functions (support/consulting, engineering/development, product, sales, etc.) to expedite solutions while maintaining momentum.

• Ensure effective communication by leading escalation meetings, setting expectations, providing status updates, documenting action items/owners, and managing stakeholder alignment.

• Promote compliance with escalation protocols by collaborating closely with Technical Supervisors.

• Uphold customer relationships and professionalism in high-pressure situations; mitigate risks through transparency and action planning.

• Oversee overall project/service quality, identifying patterns and root causes to avert future escalations.

⛳️ Requirements

• Bachelor’s degree

• 3+ years of experience in project management

• Proven leadership capabilities

• Strong written and verbal communication skills

• Exceptional organizational abilities

• Willingness to independently identify, take ownership of, and address problems as part of a team

• Capacity to pinpoint key issues through accurate problem assessment

• Advanced knowledge of Spok products

• Comprehensive working knowledge from the perspective of Care Connect CTI is a plus

🏝️ Benefits

• Three comprehensive health, pharmacy, vision, and dental care plans, including an option for a health savings account

• Wellness programs

• Financial wellness support

• Retirement planning

• Family support resources

• Opportunities for continuing education

• Generous time off benefits