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Escalations Jobs (NOW HIRING)

Corning

Role Purpose The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives ...

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

GT Independence

Escalations Manager

Southington, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

Sunrun

Sr. Escalations Expert

Lehi, UT

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

Nexamp

Customer Escalations Lead

Chicago, IL · On-site

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

Nexamp

Customer Escalations Lead

Chicago, IL

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

XPERTECHS

Escalations Engineer

Columbia, MD

We are seeking a skilled and experienced Escalation Engineer to join our growing team. In this role, you will be responsible for the design, maintenance, and support of server operating systems, line ...

Nexamp

Customer Escalations Lead

Chicago, IL · On-site

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

Sunrun

Sr. Escalations Expert

Lehi, UT · On-site

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

AAA Service

Customer Escalations Specialist

Golden, CO

$24 - $26/hr

Customer Escalations Specialist AAA Service is a leading Plumbing, HVAC, Electrical, and Sewer & Drain company proudly serving the Metro Denver community since 1983. For over 40 years, customers have ...

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$55K

$109.9K

$180K

How much do escalations jobs pay per year?

As of May 31, 2026, the average yearly pay for escalations in the United States is $109,879.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,000.00 and $124,500.00 per year, depending on experience, location, and employer.

What is the difference between Escalations vs Customer Support Specialist?

AspectEscalationsCustomer Support Specialist
Required CredentialsTechnical knowledge, problem-solving skillsCommunication skills, basic technical understanding
Work EnvironmentHigh-pressure, issue resolution focusCustomer interaction, troubleshooting
Employer & Industry UsageIT, telecom, tech companiesRetail, tech, service industries
Common Search & Comparison IntentUnderstanding escalation processes, advanced troubleshootingCustomer service roles, entry-level support

Escalations involve handling complex or unresolved customer issues requiring advanced technical skills and decision-making. Customer Support Specialists focus on initial customer interactions, troubleshooting, and resolving common inquiries. While both roles aim to improve customer satisfaction, escalations typically deal with more critical problems that need escalation to higher levels of support or technical teams.

What cities are hiring for Escalations jobs? Cities with the most Escalations job openings:
What are the most commonly searched types of Escalations jobs? The most popular types of Escalations jobs are:
What states have the most Escalations jobs? States with the most job openings for Escalations jobs include:
Infographic showing various Escalations job openings in the United States as of May 2026, with employment types broken down into 63% Full Time, 34% Part Time, and 3% Contract. Highlights an 57% Physical, 3% Hybrid, and 40% Remote job distribution, with an average salary of $109,879 per year, or $52.8 per hour.
Escalations Manager

Escalations Manager

Corning

Full-time

Medical, Dental, Life, PTO

Posted 24 days ago

Corning rating

8.2

Company rating: 8.2 out of 10

Based on 123 frontline employees who took The Breakroom Quiz

80th of 512 rated manufacturers

Job description

Requisition Number: 74895

The company built on breakthroughs. ​  
Join us.​    

                                                                          

Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.  ​  

How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward. ​  

​At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.​   

​Come break through with us.  


Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

Role Purpose

The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives, and intercompany issue resolution within a Shared Services environment.

This role owns second-level escalations, audit coordination, and SOP governance, and serves as a technical escalation resource, while driving operational excellence through Root Cause Analysis (RCA), Kaizen, and continuous improvement initiatives.

Key responsibilities

Escalation & Issue Management

  • Act as owner of all second-level escalations, ensuring proper tracking, prioritization, and timely resolution.
  • Oversee and govern issue-tracking tools (Salesforce, Issue Trackers, RIADs, and others).
  • Ensure escalations are properly analyzed, documented, and closed with defined root causes and corrective actions.
    Serve as a technical escalation point for tactical operational issues.

Audit & Compliance Ownership

  • Act as primary owner of all audit requests.
  • Coordinate responses, evidence collection, remediation actions, and follow-ups.
  • Ensure audit findings are translated into corrective actions and process improvements.

SOP Governance & Documentation

  • Ensure 100% of SOPs are reviewed and updated at least every two years.
  • Maintain governance over SOP version control, approvals, and compliance.
  • Partner with stakeholders to ensure SOPs reflect current operations and controls.

Continuous Improvement & Process Excellence

  • Lead the Continuous Improvement Committee.
  • Provide operational guidance and support for ongoing initiatives and projects.
  • Apply RCA and Kaizen methodologies to recurring issues and process inefficiencies.
  • Drive standardization, simplification, and automation across IRO processes.

Intercompany Management

  • Act as the Intercompany Manager for issue resolution activities.
  • Coordinate with internal entities, regional teams, and stakeholders to resolve discrepancies.
  • Ensure visibility, accountability, and timely resolution of intercompany issues.

People & Team Management

  • Manage and develop the IRO team, ensuring clear roles and accountability.
  • Provide coaching, feedback, and development plans.
  • Foster a culture of ownership, continuous improvement, and customer focus.
  • Ensure team capacity aligns with escalation volume and business needs.
 
Qualifications
 
  • Bachelor’s degree.
  • At least 5 years of experience in Shared Services, Operations, Issue Resolution, Accounts Payable, Collections, or Process Excellence.
  • Proven experience managing escalations, audits, and cross-functional stakeholders.
  • Strong understanding of Finance Operations.
  • Experience with Salesforce or similar case management systems.
  • Advanced English proficiency.

Key competencies & skills

  • Strong analytical and problem-solving skills.
  • Expertise in RCA, Kaizen, and Continuous Improvement methodologies.
  • Ability to manage high-pressure escalations with professionalism and urgency.
  • Excellent stakeholder management and communication skills.
  • Strong organizational skills and attention to detailLeadership mindset with a hands-on approach.
  • Ability to balance tactical execution with governance and control.

A job that shapes a life. 

Corning offers you the total package. 

Your well-being is our priority. Our compensation and benefits package supports your health and wellness, financial aspirations, and career from day one. 

  • Company-wide bonuses and long-term incentives align with key business results and ensure you are rewarded when the company performs well. When Corning wins, we all win. 

  • As part of our commitment to your financial well-being and in addition to full Mexico statutory benefits, we offer food coupons that ease daily costs, and a structured savings fund to support your long-term financial goals.  

  • Salaried employees are eligible for comprehensive medical and dental coverage. Additionally, all employees are covered by company-sponsored life insurance, total permanent disability protection, paid time off, and have access to our Employee Assistance Program to support you and your family. 

  • Getting paid for our work is important, but feeling appreciated and recognized for those contributions motivates us much more. That’s why Corning offers a recognition program to celebrate successes and reward colleagues who make exceptional contributions. 

Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws. Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment. To submit a request for reasonable accommodation related to disability or religion, please contact us at accommodations@corning.com.

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