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Escalations Manager Jobs in Arizona (NOW HIRING)

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$17.75 - $19.75/hr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Waymo

Escalation Manager Lead

Tempe, AZ

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Lessen

Customer Escalations Representative IV

Scottsdale, AZ · On-site

$16.25 - $22/hr

Manage real-time inquiries while keeping track of and responding to commitments * Manage the ... Act as final escalation point before determining whether any disputes or un-satisfied service ...

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Escalations Manager information

See Arizona salary details

$33.1K

$95.3K

$153.8K

How much do escalations manager jobs pay per year?

As of May 28, 2026, the average yearly pay for escalations manager in Arizona is $95,319.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,800.00 and $120,200.00 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.

What are popular job titles related to Escalations Manager jobs in Arizona? For Escalations Manager jobs in Arizona, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Arizona look for? The top searched job categories for Escalations Manager jobs in Arizona are:
What cities in Arizona are hiring for Escalations Manager jobs? Cities in Arizona with the most Escalations Manager job openings:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Arizona as of May 2026, with employment types broken down into 100% Full Time. Highlights an 94% In-person, and 6% Remote job distribution, with an average salary of $95,319 per year, or $45.8 per hour.
Escalation Manager Lead

Escalation Manager Lead

Waymo

Tempe, AZ • On-site

$17.75 - $19.75/hr

Other

Posted 27 days ago

Job description

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 collaboration and celebration. We value our team members' unique backgrounds, perspectives, and experiences and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

This role follows a hybrid work schedule and reports to the Head of Event Response.

You will:

  • Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts    
  • Design and optimize shift schedules, handover protocols, and fatigue-management strategies to maintain high team morale and prevent burnout    
  • Define event/incident protocols, manage external vendor performance, and ensure seamless collaboration between Emergency Response agents and internal teams    
  • Facilitate clear, concise, and timely communications to senior leadership and internal teams during ongoing events/incidents    
  • Serve as the ultimate point of escalation for high-severity events for Escalation Managers, stepping in to provide direction and guidance during critical, multi-domain emergencies    
  • Develop and refine standard operating procedures and emergency playbooks specifically tailored to autonomous system failures, human-in-the-loop interventions, and minimum risk condition triggers    

You have:

  • 7+ years of experience in Incident Management, Emergency Response, NOC/SOC operations, or high-severity Trust & Safety or Operations Center    
  • 3+ years of experience managing people leaders (managing managers) within a 24/7 operational environment    
  • Proven track record of managing external vendors, enforcing SLAs and KPIs for outsourced teams    
  • Exceptional written and verbal communication skills, with the ability to distill highly technical, chaotic information into executive summaries    
  • Demonstrated ability to make high-quality, high-velocity decisions in emergency situations where data may be incomplete, prioritizing rapid stabilization and safety    
  • Proven track record of building, launching or optimizing for scale of a 24/7 Network Operations Center (NOC), Security Operations Center (SOC), or specialized Escalation/Operations/Emergency center     

We prefer:

  • Background in autonomous vehicles, robotics, aerospace, or safety-critical engineering environments    
  • Thrives in ambiguity, understands complex hardware/software ecosystems, and has a proven track record of preventing team burnout in a 24/7/365 environment    
  • Certifications in Incident Management (e.g., FEMA ICS, ITIL v4) or Project Management (PMP, Agile)    
  • Familiarity with regulatory compliance frameworks related to operational safety (e.g., NHTSA, OSHA)    
  • Lean Six Sigma (Green or Black Belt) certification, demonstrating a rigorous, data-driven approach to eliminating operational waste and reducing recovery time    
  • Experience managing highly publicized incidents where immediate media, public, or executive scrutiny is involved    

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