Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Fraud Escalations Manager
Alpharetta, GA · On-site
$1/hr
Responsible for the Customer Care Escalation Queue, providing guidance and decision support to ... Management resources when required by procedure. * Partners with stakeholders to continuously ...
Quick apply
Fraud Escalations Manager
Alpharetta, GA · On-site
$1/hr
Responsible for the Customer Care Escalation Queue, providing guidance and decision support to ... Management resources when required by procedure. * Partners with stakeholders to continuously ...
Tier- 1 Sipport
Frisco, TX · On-site
$35 - $40/hr
In case of critical situations, invoke the appropriate escalation procedures within T-Mobile. On every shift we will have a designated Escalation Manager and Incident Manager.
Quick apply
Tier- 1 Sipport
Frisco, TX · On-site
$35 - $40/hr
In case of critical situations, invoke the appropriate escalation procedures within T-Mobile. On every shift we will have a designated Escalation Manager and Incident Manager.
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Fraud Escalations Manager
Alpharetta, GA · On-site
$80K/yr
Medical
Dental
Vision
Manage escalation queue and provide decision support to ensure consistent, timely resolutions * Coach frontline staff during live escalations and reinforce proper escalation procedures * Ensure ...
Quick apply
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Fraud Escalations Manager
Alpharetta, GA · On-site
$80K/yr
Medical
Dental
Vision
Manage escalation queue and provide decision support to ensure consistent, timely resolutions * Coach frontline staff during live escalations and reinforce proper escalation procedures * Ensure ...
Technical Project Manager
Manhattan, NY · On-site
Work hand-in-hand with Customer Success to ensure a seamless implementation experience, with clear handoffs, shared context, and a unified customer-facing presence. • Risk & Escalation Management:
Technical Project Manager
Manhattan, NY · On-site
Work hand-in-hand with Customer Success to ensure a seamless implementation experience, with clear handoffs, shared context, and a unified customer-facing presence. • Risk & Escalation Management:
Facility Manager - After Hours
Manhattan, NY · On-site
$65K - $75K/yr
Act as a second-tier escalation point for complex jobs, budget oversight, pricing verification, and client concerns; escalate to the Escalation Manager or Associate Director of Operations as needed.
Quick apply
Facility Manager - After Hours
Manhattan, NY · On-site
$65K - $75K/yr
Act as a second-tier escalation point for complex jobs, budget oversight, pricing verification, and client concerns; escalate to the Escalation Manager or Associate Director of Operations as needed.
IT Escalation & IAM Ops Spc
Louisville, KY · On-site
Medical
Dental
Vision
Life
Retirement
PTO
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
IT Escalation & IAM Ops Spc
Louisville, KY · On-site
Medical
Dental
Vision
Life
Retirement
PTO
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
Executive Escalations Manager
San Francisco, CA · On-site +1
$100K - $145K/yr
For the first time ever, you can manage and automate every part of the employee lifecycle in a ... Conduct thorough root cause analysis on each escalation to identify trends and drive effective ...
Executive Escalations Manager
San Francisco, CA · On-site +1
$100K - $145K/yr
For the first time ever, you can manage and automate every part of the employee lifecycle in a ... Conduct thorough root cause analysis on each escalation to identify trends and drive effective ...
IT Escalation & IAM Ops Spc
Louisville, KY · On-site
Medical
Dental
Vision
Life
Retirement
PTO
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
IT Escalation & IAM Ops Spc
Louisville, KY · On-site
Medical
Dental
Vision
Life
Retirement
PTO
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
Establish and enforce a clear escalation framework, including intake paths, severity definitions ... The Manager, Workforce Management & Escalations will create the visibility, structure, and ...
Quick apply
Establish and enforce a clear escalation framework, including intake paths, severity definitions ... The Manager, Workforce Management & Escalations will create the visibility, structure, and ...
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
Quick apply
Escalation Management & Advanced Support * Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents. * Troubleshoot and resolve advanced issues ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Retirement
PTO
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
Accounts Receivable Escalation Specialist
Framingham, MA · Remote
$20.75 - $27.50/hr
Retirement
PTO
Manage endtoend incident tracking, including rootcause analysis, issue documentation, and ... escalation management roles * Strong understanding of AR processes and ERP systems (e.g., Oracle ...
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Global Technical Escalation Engineer
Dublin, CA · On-site +1
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Global Technical Escalation Engineer
Dublin, CA · On-site +1
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Escalation Engineer
Austin, TX · On-site
You will report to the Product Advocate Manager and work shoulder to shoulder with Engineering ... Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible ...
Escalation Engineer
Austin, TX · On-site
You will report to the Product Advocate Manager and work shoulder to shoulder with Engineering ... Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible ...
Global Technical Escalation Engineer
OR · On-site +1
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Global Technical Escalation Engineer
OR · On-site +1
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Global Technical Escalation Engineer
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Global Technical Escalation Engineer
Medical
Dental
Vision
Retirement
PTO
Escalation Management * Assist in managing and resolving complex technical escalations in a timely and effective manner. * Ensure proper documentation and communication of solutions to stakeholders.
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Own the end-to-end operational control, training, SOP development, and growth of the Emergency Response Team, including supporting the Escalation Manager Ops On-Call program both domestically and ...
Escalation Manager information
See salary details
$24.5K - $32.8K
9% of jobs
$32.8K - $41.1K
15% of jobs
$41.8K is the 25th percentile. Wages below this are outliers.
$41.1K - $49.5K
17% of jobs
The median wage is $52.3K / yr.
$49.5K - $57.8K
27% of jobs
$62.9K is the 75th percentile. Wages above this are outliers.
$57.8K - $66.1K
12% of jobs
$66.1K - $74.4K
8% of jobs
$74.4K - $82.7K
4% of jobs
$82.7K - $91K
3% of jobs
$91K - $99.4K
2% of jobs
$99.4K - $107.7K
2% of jobs
$107.7K - $116K
1% of jobs
$24.5K
$59.5K
$116K
How much do escalation manager jobs pay per year?
As of Aug 16, 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 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 skills and qualifications are needed to be an escalation manager?
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.
How does an escalation manager 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.
What is the difference between Escalation Manager vs Customer Support Manager?
| Aspect | Escalation Manager | Customer Support Manager |
|---|---|---|
| Credentials | Typically requires experience in customer service, conflict resolution, and industry-specific knowledge | Requires customer service experience, leadership skills, and often a relevant degree |
| Work Environment | Handles high-priority issues, often in a fast-paced support or technical environment | Oversees support teams, manages customer satisfaction, and improves support processes |
| Industry Usage | Common in tech, telecom, and service industries where issue escalation is frequent | Widely 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.
More about Escalation Manager jobs
What cities are hiring for Escalation Manager jobs?
Cities with the most Escalation Manager job openings:
What are the most commonly searched types of Escalation jobs?
The most popular types of Escalation jobs are:
Who are the top companies hiring for Escalation Manager jobs?
The top employers for Escalation Manager jobs are:
What states have the most Escalation Manager jobs?
States with the most job openings for Escalation Manager jobs include:
What job categories do people searching Escalation Manager jobs look for?
The top searched job categories for Escalation Manager jobs are:
Full-time
Re-posted 18 hours ago
Amazon rating
7.4
Based on 7,091 frontline employees who took The Breakroom Quiz
6th of 39 rated national retailers
Job description
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and standards to identify high-priority issues and ensure responses to these issues are high-quality and delivered timely. This individual will spend time inspecting program and product team processes and policies to understand the root of the customer issue.
The individual will use that information to partner with the program and product teams to develop solutions that balance speed, quality, and cost. In parallel, the individual in this role will support program or product teams in developing and distributing responses to the delivery partners or Amazon leaders who reported the issue. The individual in this role will Insist on the Highest Standards and ensure solutions, and responses, meet or exceed the expectations of both our delivery partners and Global Fleet and Products leadership.
The individual would thrive in ambiguity and be comfortable working cross-functionally to understand the both the big picture and the gritty detail. This person must be able to influence leadership, communicate ideas effectively (verbally and in writing), and build consensus among groups with competing priorities.
Key job responsibilities
Create and deploy high-priority issue management policies, processes, and standards
Guide the responsible program or product managers through the issue process from start to finish
Dive deep into the processes that are driving the issue and partner with program and product teams to develop solution(s)
Facilitate meetings with Global Fleet and Products leadership to gather feedback on issue root cause, potential solutions, and customer responses
Regularly report program status to Global Fleet and Products leadership
Work with technology teams to build/adjust tools to enable ideal future state issue management process
About the team
The Global Fleet and Products team is responsible for providing our delivery partners a bar-raising fleet experience using the safest, most efficient, most sustainable, and lowest cost vehicles in the world. That experience not only includes the vehicles that we provide, but also the services we offer to help partners manage their fleet
Our partners, like us, have high standards and constantly provide feedback on how we can improve. While we've built learning mechanisms to capture this feedback, we've found we need a way to identify the highest-priority issues. We also need to dive deeper into those high-priority issues to ensure we understand the customer problem.
Finally, we need to spent more time evaluating solutions to ensure the one(s) chosen will prevent the issue from happening again. In parallel, we need to keep our delivery partners updated. To do this, we need to develop a process to both develop and deliver high-quality customer responses in a timely manner.
To close the feedback loop, we need a way to ensure program and product teams implement the solutions and maintain their commitments to our delivery partners. High-priority issues may also be raised by other Amazon teams - not just our delivery partners. .
About Amazon
Sourced by ZipRecruiter
Amazon.com, Inc., commonly known as Amazon, is an American multinational technology company. It was founded by Jeff Bezos in 1994 and initially started as an online marketplace for books. Since then, Amazon has expanded its operations and become one of the largest e-commerce companies in the world. Amazon's primary business is its online retail platform, where customers can purchase a vast array of products, including electronics, clothing, books, home goods, and much more. The company offers a convenient and user-friendly shopping experience, with features such as fast shipping, customer reviews, and personalized recommendations. In addition to its e-commerce platform, Amazon has diversified its business into various other areas. One of its notable ventures is Amazon Web Services (AWS), a comprehensive cloud computing platform that provides services such as storage, compute power, and database management to individuals and businesses. AWS has become a leader in the cloud computing industry, powering many websites and applications worldwide. Amazon has also developed its own consumer electronics, including the popular Amazon Kindle e-reader, Fire tablets, Fire TV streaming devices, and the Alexa-powered Echo smart speakers. The Alexa voice assistant, integrated into these devices, allows users to interact with their devices using voice commands, perform tasks, and access information. Furthermore, Amazon has expanded into media and entertainment. It operates Prime Video, a streaming service that offers a wide range of movies, TV shows, and original content. Amazon Music provides a platform for streaming and purchasing digital music, while Audible offers audiobooks and other audio content. The company's commitment to customer satisfaction and convenience is demonstrated by its membership program, Amazon Prime. Prime members receive various benefits, including free two-day shipping, access to streaming services, exclusive deals, and more.
Industry
It services, book publishers, retail, real estate and computer and electronic product manufacturing
Company size
10,000+ Employees
Headquarters location
Seattle, WA, US