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Escalation Director Jobs (NOW HIRING)

Waymo

Escalation Manager

Tempe, AZ · On-site

Serve as the primary operations leader and escalation point for high-priority safety and ... Partner with local leadership, Engineering, and Safety to direct immediate response actions and ...

Waymo

Escalation Manager

Tempe, AZ · On-site

Serve as the primary operations leader and escalation point for high-priority safety and ... Partner with local leadership, Engineering, and Safety to direct immediate response actions and ...

Waymo

Escalation Manager

Tempe, AZ · On-site

Serve as the primary operations leader and escalation point for high-priority safety and ... Partner with local leadership, Engineering, and Safety to direct immediate response actions and ...

Citi

Escalation Specialist

O Fallon, MO

$46K - $60K/yr

The Escalation Specialist 5 performs relatively complex assignments ... Has direct impact on the business by ensuring the quality of the tasks or services provided. Works ...

Citigroup, Inc.

Escalation Specialist

O Fallon, MO · On-site

$46K - $60K/yr

The Escalation Specialist 5 performs relatively complex assignments ... Has direct impact on the business by ensuring the quality of the tasks or services provided. Works ...

Island

Escalation Engineer - Dallas

Coppell, TX · On-site +1

$76K - $102K/yr

What You'll Do As an Escalation Engineer, you'll join our growing global Escalation team that sits ... Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

Qualifications: - 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus. - Direct experience as a good problem solver ...

ChartSpan

LPN Escalation

$21.50/hr

Provide direct patient outreach for escalated concerns, applying clinical judgment within LPN scope of practice. * Monitor RPM alerts and out-of-range readings and determine whether escalation or ...

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Escalation Director information

How to become an escalation director?

To become an escalation director, candidates typically need extensive experience in customer support, technical troubleshooting, or operations management, often spanning 5-10 years. Developing strong leadership, communication, and problem-solving skills, along with knowledge of relevant tools and industry standards, is essential. Earning certifications in project management or customer service can also enhance qualifications.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

What is an escalation director?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

How does an escalation director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an escalation director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.
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Escalation Director jobs near you
Infographic showing various Escalation Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, 1% Temporary, and 1% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Escalation Manager

Waymo

Tempe, AZ • On-site

Full-time

Posted 23 days ago

Job description

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver-The World's Most Experienced Driver™-to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo's fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states.
Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.
In this hybrid role, you will report to the Head of Event Response and will be based in Phoenix, AZ.
You will:
  • Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity.
  • Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity. Act as the "single source of truth," providing authoritative updates and clear communication to executive stakeholders. Lead Operations teams in the swift execution of escalation pathways and response plans.
  • Collaborate in structured post-incident reviews, capturing root causes, corrective actions, and lessons learned. Translate findings into updated policies, workflows, and playbooks that strengthen future responses. Proactively identify recurring trends and propose improvements to operational systems and processes. Lead daily shift and weekly reporting for notable and significant events, ensuring appropriate follow-up. Provide feedback to product/quality teams and consult on technical decisions by analyzing trade-offs, understanding alternative risks, and benefits.
  • Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory standards. Coordinate product releases with vendor teams, managing change management and performance tracking for new capabilities.
  • Model composure and decisive leadership while managing high-pressure, critical incidents.Champion a culture of safety and accountability across internal teams and vendor partners. Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations.

You have:
  • Proven experience in high-pressure operational environments such as network operations, aviation, emergency response, or critical infrastructure.
  • Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents.
  • Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership.
  • Experience with workflow management tools, escalation systems, and knowledge management practices. Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting large sets of data to extract trends and analysis.
  • Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
  • Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations.

We prefer:
  • Experience in Leading Command Center/Dispatching: Previous experience as a leader in emergency role is preferred, as it provides a foundation for handling emergency calls and coordinating with emergency responders effectively.
  • Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure
  • Previous experience in law enforcement or operations / emergency services with specialized training in de-escalation and managing high-distress scenarios.
  • Prior exposure to the autonomous vehicle or rideshare industry

Travel requirements:
  • Up to 5% for team events and site visits

The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process.
Waymo employees are also eligible to participate in Waymo's discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.
Salary Range
$159,000-$196,000 USD

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