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Escalation Manager Jobs (NOW HIRING)

Waymo

Escalation Manager

Tempe, AZ · On-site

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 ...

Gong.io

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our most critical, complex upmarket customer crises to resolution. We are scaling rapidly and need a ...

Waymo

Escalation Manager

Tempe, AZ · On-site

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 ...

Waymo

Escalation Manager

Tempe, AZ

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 ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

ASM Research

Escalation Manager, Junior

The Escalation Manager, Junior supports the structured handling of escalated IT incidents by serving as a coordination point for issues that cannot be resolved at the initial support level. This role ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Aiwyn

Customer Escalation Manager

As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through ...

UKG, Inc.

Escalation Manager III- Eng

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 ...

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $220K/yr

Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers who route business-critical ...

RemX

Be Seen First

Escalations Manager

Alpharetta, GA · On-site

$80K/yr

Escalation Manager - Fraud (Customer Care Centers) Location: Alpharetta, GA Pay: Salary is negotiable starting around $80K, based on experience. Schedule: Monday-Friday, 8am-5pm EST + rotating ...

RemX

Escalations Manager

Little Rock, AR · On-site

$80K/yr

Escalation Manager - Fraud (Customer Care Centers) Location: Little Rock, AR Pay: Salary is negotiable starting around $80K, based on experience. Schedule: Monday-Friday, 8am-5pm EST + rotating ...

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How much do escalation manager jobs pay per year?

As of Jul 26, 2026, the average yearly pay for escalation manager in the United States is $59,525.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,000.00 and $68,500.00 per year, depending on experience, location, and employer.

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

To thrive as an Escalation Manager, you need expertise in problem-solving, conflict resolution, and customer service, often supported by experience in technical support or operations management. Familiarity with CRM platforms (like Salesforce), ticketing systems, and possibly ITIL certification is highly beneficial. Exceptional communication, emotional intelligence, and the ability to remain calm under pressure are standout soft skills for this role. These skills ensure escalated issues are resolved efficiently, maintaining customer satisfaction and protecting the company’s reputation.

Is a CSA job stressful?

A Customer Service Associate (CSA) role can be stressful due to high call volumes, customer complaints, and the need for strong communication skills. Managing difficult interactions and meeting performance metrics may contribute to job stress, but some employers provide training and support to help manage workload and reduce stress levels.

What jobs make $3,000 a month without a degree?

An Escalation Manager typically earns more than $3,000 monthly, but roles such as sales representatives, administrative assistants, or customer service managers can also reach this income level without a degree, especially with experience and performance. Many of these jobs require strong communication skills, industry knowledge, or certifications rather than formal degrees.

What does an Escalation Manager do?

An Escalation Manager is responsible for handling and resolving complex customer issues that cannot be solved through standard support processes. They act as the main point of contact for escalated problems, coordinating with various teams to find solutions quickly and efficiently. Escalation Managers analyze the root causes of recurring issues, implement process improvements, and ensure customer satisfaction by providing timely updates and resolutions. This role requires strong problem-solving skills, communication abilities, and experience in customer service or technical support environments.

What is the role of escalation manager?

An escalation manager oversees the resolution of complex or high-priority customer issues that cannot be resolved at lower levels. They coordinate between teams, ensure timely responses, and implement solutions to prevent future escalations, often using customer relationship management (CRM) tools and strong communication skills.

What is the highest paying manager position?

The highest paying manager positions typically include executive roles such as Chief Executive Officer (CEO), Chief Operating Officer (COO), and Chief Financial Officer (CFO), with salaries often exceeding several hundred thousand dollars annually. In some industries, specialized managerial roles like Vice President or Director of a division can also command high compensation, especially with bonuses and stock options included.

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

AspectEscalation ManagerCustomer Support Manager
CredentialsTypically requires experience in customer service, conflict resolution, and industry-specific knowledgeRequires customer service experience, leadership skills, and often a relevant degree
Work EnvironmentHandles high-priority issues, often in a fast-paced support or technical environmentOversees support teams, manages customer satisfaction, and improves support processes
Industry UsageCommon in tech, telecom, and service industries where issue escalation is frequentWidely used across retail, tech, and service sectors to manage support teams

The main difference is that an Escalation Manager focuses on resolving complex or urgent customer issues, often involving technical or high-stakes problems, while a Customer Support Manager oversees the overall support team and customer satisfaction. Both roles require strong communication skills and industry knowledge but differ in scope and focus.

How does an Escalation Manager typically collaborate with technical support and product teams to resolve complex customer issues?

An Escalation Manager works closely with both technical support and product teams to ensure that high-priority customer issues are addressed promptly and effectively. They serve as a central point of contact, coordinating between departments to gather necessary information, prioritize tasks, and communicate updates. By facilitating clear communication and aligning resources, Escalation Managers help prevent delays and ensure that solutions are technically sound and meet customer expectations. This collaborative approach not only resolves issues faster but also helps identify and address root causes to prevent future problems.
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What cities are hiring for Escalation Manager jobs? Cities with the most Escalation Manager job openings:
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Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 90% Full Time, 7% Part Time, and 2% Contract. Highlights an 88% Physical, 4% Hybrid, and 8% Remote job distribution, with an average salary of $59,525 per year, or $28.6 per hour.
Escalation Manager

Escalation Manager

Waymo

Tempe, AZ • On-site

Full-time

Posted 5 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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