Wilmington, MA · On-site
$51.92 - $71.39/hr
Summary The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between ...
Quick apply
Wilmington, MA · On-site
$51.92 - $71.39/hr
Summary The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between ...
Wilmington, MA · On-site
$108K - $148K/yr
... escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuring timely, accurate ...
Quick apply
Wilmington, MA · On-site
$108K - $148K/yr
... escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuring timely, accurate ...
Escalation Management • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that ...
Escalation Management • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that ...
San Antonio, TX · On-site
Escalation Management • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that ...
San Antonio, TX · On-site
Escalation Management • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. • Serve as the primary escalation point for complex issues that ...
Escalation Management Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. Serve as the primary escalation point for complex issues that require ...
Escalation Management Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. Serve as the primary escalation point for complex issues that require ...
Escalation Management * Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. * Serve as the primary escalation point for complex issues that ...
Quick apply
Escalation Management * Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients. * Serve as the primary escalation point for complex issues that ...
Menlo Park, CA · On-site +1
$140K - $183K/yr
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress * Demonstrate strong judgment regarding escalation management and ...
Menlo Park, CA · On-site +1
$140K - $183K/yr
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress * Demonstrate strong judgment regarding escalation management and ...
Dublin, CA · On-site
$46K - $64K/yr
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress * Demonstrate strong judgment regarding escalation management and ...
Dublin, CA · On-site
$46K - $64K/yr
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress * Demonstrate strong judgment regarding escalation management and ...
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
Atlanta, GA · On-site
$71K - $103K/yr
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...
Atlanta, GA · On-site
$71K - $103K/yr
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Cybersecurity domains (vulnerability management, compliance, web security, patching) * Networking ...
Lowell, MA · On-site
$71K - $103K/yr
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...
Lowell, MA · On-site
$71K - $103K/yr
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...
Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time-sensitive or unresolved incidents. * Review incident details to validate priority ...
Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time-sensitive or unresolved incidents. * Review incident details to validate priority ...
Provide timely and actionable reporting on problem / escalation management performance, aligned with organizational goals. Requirements: * 10+ years of experience in problem management within ...
Provide timely and actionable reporting on problem / escalation management performance, aligned with organizational goals. Requirements: * 10+ years of experience in problem management within ...
Responsibilities Escalation and Problem Management is a crucial aspect of a product / support function and must be done to maintain customer satisfaction, revenue and avoid future cost both to ...
Responsibilities Escalation and Problem Management is a crucial aspect of a product / support function and must be done to maintain customer satisfaction, revenue and avoid future cost both to ...
Los Angeles, CA · On-site
$57K - $76K/yr
Experience managing external communications across media types with a focus on public platforms and social media. * Experience in crisis response or escalation management, including copywriting and ...
Los Angeles, CA · On-site
$57K - $76K/yr
Experience managing external communications across media types with a focus on public platforms and social media. * Experience in crisis response or escalation management, including copywriting and ...
Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the ...
Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the ...
Cincinnati, OH · On-site
Remote Manage project Delivery Managing project resources Escalation management New RFP COE enablement Manage project Delivery Managing project resources Escalation management New RFP COE enablement ...
Cincinnati, OH · On-site
Remote Manage project Delivery Managing project resources Escalation management New RFP COE enablement Manage project Delivery Managing project resources Escalation management New RFP COE enablement ...
Tempe, AZ · On-site
$17.75 - $19.75/hr
From component sourcing to end customer management, we enable and create value for Waymo through ... Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent ...
Tempe, AZ · On-site
$17.75 - $19.75/hr
From component sourcing to end customer management, we enable and create value for Waymo through ... Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent ...
$16.83 - $23.95
22% of jobs
$25.02 is the 25th percentile. Wages below this are outliers.
$23.95 - $31.08
21% of jobs
$31.08 - $38.20
0% of jobs
The median wage is $41.76 / hr.
$38.20 - $45.32
15% of jobs
$45.32 - $52.45
6% of jobs
$52.45 - $59.57
4% of jobs
$64.11 is the 75th percentile. Wages above this are outliers.
$59.57 - $66.70
11% of jobs
$66.70 - $73.82
4% of jobs
$73.82 - $80.94
0% of jobs
$80.94 - $88.07
0% of jobs
$88.07 - $95.19
17% of jobs
$16
$52
$95
To thrive in Escalation Management, a strong background in customer service, issue resolution, and analytical problem-solving is essential, often supported by experience in a relevant industry or technical field. Familiarity with CRM tools such as Salesforce or Zendesk, ticketing systems, and sometimes ITIL or similar certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help individuals excel in high-pressure situations. These abilities enable escalation managers to efficiently handle complex issues, maintain client satisfaction, and support overall organizational goals.
An Escalation Management job involves handling complex customer or internal issues that cannot be resolved through standard support channels. Escalation Managers assess the situation, coordinate with relevant teams, and implement solutions to resolve critical problems efficiently. They act as a bridge between customers, support teams, and upper management to ensure a smooth resolution process. Strong communication, problem-solving, and conflict-resolution skills are essential for this role.
One of the main challenges in Escalation Management is handling high-stress situations involving dissatisfied customers or urgent technical issues, often under tight deadlines. To prepare, it’s helpful to develop strong problem-solving abilities, practice clear and empathetic communication, and become comfortable working with cross-functional teams. You may frequently coordinate between technical staff, account managers, and clients to achieve timely resolutions. Familiarity with your company's products or services also goes a long way in effectively managing and resolving escalations. By proactively building these skills, you’ll be better equipped to handle the dynamic and fast-paced nature of this role.
Summary
The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuringtimely,accurateupdates while allowing technical teams to remain focused on diagnosis and recovery.
The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external “incident choreography” so that technical work proceeds without distraction and customersmaintainconfidence in the response.
**Responsibilities**
Serve as the primary point of contact for customers during escalated incidents
Deliver clear, structured, and confidence-building updates tailored to customer audiences
Manage customer expectations around timelines, impact, and next steps
Field inbound customer questions and requests to prevent disruption of technical response efforts
Maintain professional presence during high-pressure customer interactions
Ensure theappropriate internalteams are engaged and unblocked throughout the incident lifecycle
Identifyand remove operational, procedural, or communication blockers affecting response teams
Drive escalation paths when progress stalls oradditionalauthority is required
Coordinate vendors, site teams, and internal stakeholders as needed
Maintain situational awareness across parallel workstreams
Ensure decisions, risks, and dependencies are clearly communicated
Guide the incident through defined escalation and response processes
Support structured handoffs as incidents evolve or transition between teams
Partner with technical leads to ensure customer-facing summaries areaccurateand aligned
Track and communicate customer-relevant outcomes and commitments
Support post-incident reviews with a focus on escalation effectiveness and communication quality
Help refine customer communication playbooks and escalation protocols
Education and Experience
Strong experience in customer-facing incident or escalation management
Excellent verbal and written communication skills, especially in high-stakes situations
Ability to translate technical progress into customer-appropriate updates
Proven ability to remain calm, organized, and credible under pressure
Strong coordination and stakeholder management skills
Sound judgment in balancing transparency, accuracy, and timing
Preferred Qualifications
Background in SRE, operations, technical account management, or incident management
Experience working directly with enterprise customers during outages or critical events
Familiarity with incident response frameworks and escalation models
Experience acting as a buffer between customers and technical teams
Other Considerations
Up to15%oftravelmay berequired. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed bi-weekly.
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Computer and computer peripheral equipment and software wholesalers
51 - 200 Employees
Wilmington, MA, US
2005
