Senior Manager, Escalation Management

Responsibilities

• In this role, you’ll
• Executive Communication & Product Influence
• High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the direct, primary interface for customers during high-visibility incidents. You will serve as the "single source of truth" for both the customer and the Senior Director/VP level. This is not a behind-the-scenes role; you are…
• Product Betterment: Turn escalation volume into "Business Intelligence."
• Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements.
• Strategic Planning & Governance
• Strategic Roadmap: Participate in the development and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.
• MOR & QBR Leadership
• Lead Monthly Operating Reviews (MORs) to track departmental health and Quarterly Business Reviews (QBRs) with senior leadership to report on trends, Return of Investment (ROI) of mitigation efforts, and long-term risk forecasts.
• Resource Forecasting

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