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Escalations Manager 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

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 ...

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

It does not include direct people management or engineering ownership. You'll Get to : * Own high-severity and high-risk customer escalations, including directly handling select escalations end-to ...

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

It does not include direct people management or engineering ownership. You'll Get to : * Own high-severity and high-risk customer escalations, including directly handling select escalations end-to ...

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

It does not include direct people management or engineering ownership. You'll Get to : * Own high-severity and high-risk customer escalations, including directly handling select escalations end-to ...

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

It does not include direct people management or engineering ownership. You'll Get to : * Own high-severity and high-risk customer escalations, including directly handling select escalations end-to ...

Symbotic

Escalation Manager

Wilmington, MA · On-site

$108K - $148.50K/yr

Summary The Escalation Manager is responsible for leading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between ...

Symbotic

Escalation Manager

Wilmington, MA

$51.92 - $71.39/hr

The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external "incident choreography" so that technical work proceeds without distraction and ...

Snowflake

Staff Escalation Manager

Menlo Park, CA · On-site +1

$140K - $183.70K/yr

Manage customer-facing communications for Escalations as well as the development and execution of a "Get Well Plan", understanding all aspects of the situation and developing a clear scope and get ...

AppZen

US-Based Escalation Manager AppZen is the leader in autonomous spend-to-pay software. Its patented ... Own high-severity escalations (go-live blockers, production incidents, at-risk accounts) end-to-end ...

InterSources

Helpdesk Escalation Manager

Fremont, CA · Hybrid

Escalation management, service delivery, or ITSM-focused role 4. How many years working with ... Serve as the primary point of contact for vendor escalations; hold partners accountable for ...

UKG, Inc.

Escalation Manager III- Eng

Atlanta, GA · On-site

$71.90K - $103.35K/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 ...

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Escalations Manager information

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$35.5K

$102.3K

$165K

How much do escalations manager jobs pay per year?

As of May 28, 2026, the average yearly pay for escalations manager in the United States is $102,286.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,000.00 and $129,000.00 per year, depending on experience, location, and employer.

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

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

How does an Escalations Manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

What are Escalations Managers?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

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

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

More about Escalations Manager jobs
What cities are hiring for Escalations Manager jobs? Cities with the most Escalations Manager 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 Manager jobs? States with the most job openings for Escalations Manager jobs include:
What job categories do people searching Escalations Manager jobs look for? The top searched job categories for Escalations Manager jobs are:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in the United States as of May 2026, with employment types broken down into 39% Full Time, 21% Part Time, 39% Contract, and 1% Summer. Highlights an 97% Physical, 2% Hybrid, and 1% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.
Escalations Manager

Escalations Manager

Corning

Full-time

Medical, Dental, Life, PTO

Posted 21 days ago

Corning rating

8.2

Company rating: 8.2 out of 10

Based on 122 frontline employees who took The Breakroom Quiz

80th of 511 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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