Senior Manager, Escalation Management

About this role

📋 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

Source listing: empllo_remote