Senior Manager, Escalation Management in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Escalation Management based in United States.

This is a high-impact operations leadership role focused on transforming escalation management from reactive issue resolution into a proactive driver of customer experience and operational excellence.
You will lead a North American escalation management function supporting high-visibility customer situations and complex business-critical incidents.
The role combines executive communication, strategic planning, process design, project management, data analysis, and people leadership.
You will use escalation trends and operational data to identify systemic issues and influence product, process, and organizational improvements.
A key focus will be developing scalable frameworks, governance models, and cross-functional operating practices that reduce recurring escalations.
You will mentor and develop a team while strengthening strategic thinking, proactive risk management, and executive-level communication across the organization.
This opportunity is ideal for an experienced operations leader who can balance long-term strategy with decisive action during high-stakes customer situations.

• Serve as the primary escalation leader and customer advocate during high-visibility incidents, acting as a trusted source of information for customers and senior executives.
• Translate complex technical issues and operational challenges into clear, actionable business communications for customers, senior leadership, and internal stakeholders.
• Analyze escalation trends and partner with Customer Experience and other teams to turn escalation data into actionable business intelligence and recommendations for product and process improvements.
• Develop and execute a multi-quarter strategic roadmap to evolve escalation management from a reactive function into a proactive value driver.
• Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs), communicating departmental health, trends, mitigation ROI, and long-term risk forecasts to senior leadership.
• Forecast resource, headcount, and tooling requirements based on customer growth, product launches, and evolving operational needs.
• Lead cross-functional escalation initiatives through the full project lifecycle, from scope definition and planning through execution, launch, and post-launch analysis.
• Manage project timelines, dependencies, deliverables, and stakeholder expectations while maintaining high-quality standards and alignment with strategic objectives.
• Use project management methodologies such as Agile, Scrum, and Waterfall, along with tools such as Jira, Asana, and Airtable, to drive execution and maintain visibility.
• Build, document, and implement an escalation runbook defining escalation triggers, communication cadences, ownership models, and resolution paths.
• Audit existing workflows, identify operational friction, and create new SOPs that improve collaboration across Sales, Support, Customer Experience, and Engineering.
• Establish clear Operating Level Agreements (OLAs) with cross-functional partners to improve accountability and ensure predictable response times.
• Mentor the escalation management team in strategic thinking, proactive risk assessment, negotiation, analytical reporting, and executive communication.
• Lead initiatives to strengthen de-escalation capabilities across broader Support and Operations teams, including training focused on identifying and addressing issues before they require executive intervention.
• Promote a culture of continuous improvement, operational rigor, innovation, and proactive problem solving across the organization.

• Demonstrated commitment to customer experience, including experience in people management, coaching, and performance management focused on both customer and employee outcomes.
• Experience leading inclusive teams distributed across multiple geographic locations and time zones.
• Strong learning mindset, curiosity, adaptability, and willingness to continuously build relevant internal and external knowledge.
• Proven ability to identify opportunities for process, team, and operational improvement and creatively develop solutions that enable teams to operate at scale.
• Strong documentation skills, with the ability to create and maintain clear internal and external processes, procedures, and operational documentation.
• Excellent written and verbal English communication skills, with the ability to communicate effectively with customers, executives, and cross-functional stakeholders.
• 10+ years of experience in high-growth technology environments is preferred, including 7+ years in a leadership role reporting to Director level or above.
• Experience leading Monthly Operating Reviews and Quarterly Business Reviews and presenting insights and recommendations to executive audiences.
• Strong systemic-thinking capabilities, with the ability to identify root causes and build scalable solutions that address problems across the broader ecosystem rather than individual customer cases.
• Strong data literacy and experience using CRM and business intelligence tools such as Salesforce, Zendesk, Tableau, or Looker to analyze trends and communicate data-driven insights.
• Strong strategic planning and execution capabilities, with the ability to operate at both the strategic level and the operational detail required during critical or Tier 0 incidents.
• Excellent stakeholder management, conflict-resolution, influencing, and cross-functional collaboration skills.
• Strong project management capabilities and familiarity with Agile, Scrum, Waterfall, or similar methodologies.
• Ability to balance long-term strategic planning with hands-on involvement when urgent customer or operational issues arise.

• Competitive compensation, with an estimated annual salary range of $141,520–$176,900 for eligible hires in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.
• Potential eligibility to participate in an equity plan and corporate bonus plan.
• Healthcare insurance benefits.
• 401(k) retirement savings program.
• Paid sick time and paid personal time off.
• Paid parental leave.
• Generous time-off, parental, and wellness leave programs, with offerings varying by location.
• Remote-first work environment designed to support flexibility, autonomy, and connection across distributed teams.
• Occasional travel may be required for project or team in-person meetings.
• Remote hiring is not available in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington.
• Opportunity to lead a high-impact function with direct influence on customer experience, operational strategy, product improvement, and organizational performance.
• Inclusive environment focused on collaboration, continuous learning, innovation, and professional growth.