Program Manager, Escalation Management

📋 Description

• Run the escalation operating rhythm end to end: daily case review, weekly escalation review
• Keep meeting hygiene tight: agendas, decisions logged, and action items assigned with named owners
• Manage a central tracker that captures every escalation signal and root-cause action and routes
• Publish and drive SLAs, and report adherence, escalation cycle time, and signal-to-action lag to
• Define and maintain risk-detection signals that support early intervention
• Design recovery paths for known risk vectors, so issues are resolved before users have to escalate

🎯 Requirements

• 5+ years of program or escalation management experience, preferably in customer experience, contact
• Proven ability to run cross-functional programs with named owners, published SLAs, and measurable
• Hands-on analytical skills, including strong SQL and experience with visualization tools (e.g.
• Understanding of contact center metrics (e.g., Consumer Sentiment, first contact resolution
• Ability to identify root causes behind changes in key metrics and recommend mitigation strategy
• Track record of building reporting that an executive audience uses to make decisions

🎁 Benefits

• Competitive compensation and benefits
• Eligible for new hire equity grant
• Annual refresh grants
• Flexible remote work options