Strategic Escalation Specialist

Job SummaryWe are seeking a skilled professional to join our team in a leadership role.

The Escalation Manager position is responsible for providing high-level escalation support to customers with critical issues.About the RoleThe ideal candidate will possess strong leadership and problem-solving skills, with the ability to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.Your ResponsibilitiesEscalation Leadership : Ownership for driving progress and resolution of customers' critical issues.Drive global consistency across portfolio and customers.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.CLEAR ACCOUNTABILITY ON RELEVANT OWNERS ON DRIVING TO TARGET SERVICE-LEVEL OBJECTIVES (SLO) AND INTERMEDIATE MILESTONES LEADING UP TO IT.Communication and Reporting : Effectively communicate critical issue status to executive staff, sales, support, product teams, and other invested parties.RequirementsLeadership Skills : Demonstrate strong judgment in risk management and problem mitigation.Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.Problem-Solving Skills : Able to identify systemic and pervasive issues related to products and / or processes.Co-create and pilot proactive programs to reduce likelihood of customer and field escalations.What We OfferThis is an opportunity to work in a dynamic environment where you can make a significant impact.

As a valued member of our team, you will have access to training and development opportunities to enhance your skills and advance your career.Apply Now