Manager, Escalation Management

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee a global team dedicated to delivering outstanding customer care and support in a 24/7/365 SaaS environment.

• This role includes recruiting, developing, training, and managing the skill sets of a team of Escalation Managers.

• Maintain a positive attitude and approach all situations with diplomacy.

• Navigate challenging circumstances to achieve favorable results.

• Utilize data-driven insights to enhance operational quality and efficiency.

• Conduct case quality assessments and mentor team members to elevate the customer experience.

• Build and nurture relationships across product and engineering teams for knowledge sharing, escalation engagement, feature readiness, and product feedback.

• Develop strong working relationships with customer-facing teams (sales, support account management, professional services, etc.).

• Evaluate processes, technologies, and team skills to pinpoint gaps and identify areas for improvement and advancement opportunities.

• Act as a change agent for new business processes, technologies, and transformations.

• Lead by example to foster a culture rooted in teamwork and collaboration.

• Align efforts with organizational and departmental objectives.

• Establish and implement relevant metrics and measures for success.

• Create future-proof processes and automation to facilitate scalability across teams and products.

• Ensure high-quality work in all areas of Escalation Management, including support tickets, customer-facing Root Cause Analysis (RCA) documents, and senior executive briefings as applicable.

• Lead and develop a diverse team responsible for addressing, investigating, managing, and resolving high-impact escalations around the clock.

• Engage and manage escalations for at least 30% of their time.

• Encourage continuous improvement through data-driven discussions.

• Utilize metrics to inform strategic decisions, emphasizing results.

• Provide scheduled updates to internal and external stakeholders, including C-level executives.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Management Information Systems, or a related discipline.

• A minimum of 6 years of experience in technical support and service management; at least 2 years in a supervisory capacity is required.

• Over 3 years of experience in a customer-facing role managing escalations or incidents.

• Experience overseeing Enterprise support in a large, complex web-based service and technology environment.

• A customer-first mindset with a proven ability to deliver exceptional internal and external customer care.

• Demonstrated success in achieving departmental goals and key performance metrics.

• Experience in facilitating solution development across cross-functional teams and steering projects to meet shared objectives.

• Capability to present problem resolutions, root cause analyses, and corrective actions to customer-facing teams and clients when necessary.

• A reputation for integrity, fairness, reliability, and adherence to high ethical standards.

• Strong analytical and problem-solving abilities.

• Excellent technical aptitude coupled with strong verbal and written communication and negotiation skills.

• Ability to adapt, remain flexible, and learn swiftly in a dynamic environment.

• Outstanding teamwork skills and the capability to collaborate with virtual and global cross-functional teams.

🏝️ Benefits

• Medical, dental, vision, life, and disability insurance.

• 401(k) retirement plan.

• Flexible spending and health savings accounts.

• At least 12 paid holidays.

• Paid time off.

• Parental leave.

• Employee assistance program.

• Additional company benefits.