Senior Manager, Escalation Management

**This is a Fully Remote Job** **1. About Our Client:** The organization operates in the communications technology industry, delivering solutions to businesses and empowering developers globally to create personalized customer experiences. It emphasizes a remote-first work culture, fostering inclusion and connection across diverse teams worldwide. This approach supports its mission to transform how people interact through innovative communication technologies. **2. About the Opportunity:** The **Senior Manager, Escalation Management** leads the North American Global Escalation Management team, focusing on enhancing customer experience by reducing recurring escalations through systemic improvements. This role drives operational scaling, mentors team members to develop strategic capabilities, and supports organizational processes to proactively manage risk and improve product stability. It plays a key role in transforming escalation management into a proactive function that delivers value and operational excellence. **3. Responsibilities:** - Act as the primary interface for customers during high-visibility incidents, providing clear communication between customers and senior leadership. - Use escalation data to inform business intelligence and collaborate on prioritizing process and product improvements. - Develop and execute multi-quarter strategies to shift escalation management from reactive to proactive. - Lead Monthly Operating Reviews and Quarterly Business Reviews to monitor departmental health and report on trends and risks. - Forecast resource needs based on product launches and customer growth. - Manage end-to-end project lifecycles for escalation initiatives, ensuring alignment and quality delivery. - Design and deploy escalation frameworks and runbooks defining triggers, communication, and resolution paths. - Continuously audit and improve workflows, creating SOPs that facilitate collaboration across Sales, Support, Customer Experience, and Engineering. - Establish Operating Level Agreements with partners to ensure accountability and response consistency. - Mentor team members to develop strategic and analytical skills focused on long-term risk management and executive reporting. - Lead training programs to enhance de-escalation skills across support and operations teams. **4. Requirements:** - Demonstrated dedication to customer experience through people management and coaching. - Strong leadership skills in managing escalation processes and teams. - Ability to translate complex technical issues into clear business communications. - Experience with strategic planning and execution in operations. - Proficiency in project management methodologies and tools. - Skills in data analysis to drive process and product improvements. - Capability to mentor and develop team members toward strategic maturity. **5. Pay Range and Compensation Package:** - The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors. **Equal Opportunity Statement:** Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. **Note:** TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.