Senior Manager, Escalation Management

📋 Description

• Act as the direct, primary interface for customers during high-visibility incidents, serving as the
• Turn escalation volume into Business Intelligence by partnering with Customer Experience teams with
• Participate in the development and execution of a multi-quarter strategy to transition the
• Lead Monthly Operating Reviews (MORs) to track departmental health and Quarterly Business Reviews
• Plan headcount and tool requirements based on projected product launches and customer growth.
• Lead end-to-end project lifecycle for cross-functional escalation initiatives, from definition to

🎯 Requirements

• Ability to put yourself in the customer's shoes and demonstrate dedication to the customer
• Experience being inclusive, while working with team members in different geographic locations and
• Learning mindset, ability to learn new things, be curious and build internal and external relevant
• Demonstrated ability to identify process and team improvements, innovation and 'Drawing the Owl' to
• Proven documentation ability to 'write it down' to create and curate internal and external
• Strong English written and verbal communication skills

🎁 Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Eligibility for equity plan and corporate bonus plan