Role Purpose The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives ...
Role Purpose The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives ...
Strong analytical, problem-solving, communication, and interpersonal skills, with the ability to manage multiple escalations simultaneously in a mission-critical environment. * Ability to obtain and ...
Strong analytical, problem-solving, communication, and interpersonal skills, with the ability to manage multiple escalations simultaneously in a mission-critical environment. * Ability to obtain and ...
The Manager of Software Project Management leads and develops a team of project managers ... Acts as an escalation point for project risks, customer issues, and internal coordination ...
The Manager of Software Project Management leads and develops a team of project managers ... Acts as an escalation point for project risks, customer issues, and internal coordination ...
Shipping & Logistics Manager
Troy, MI · On-site
$70K - $80K/yr
The Shipping & Logistics Manager provides structure, release authority, escalation management, and performance oversight to ensure shipping operations run predictably and in alignment with company ...
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Shipping & Logistics Manager
Troy, MI · On-site
$70K - $80K/yr
The Shipping & Logistics Manager provides structure, release authority, escalation management, and performance oversight to ensure shipping operations run predictably and in alignment with company ...
Lead structured escalation management for major delivery issues, coordinating across Project Owners, Professional Services leadership, and cross-functional stakeholders. * Ensure strategic projects ...
Lead structured escalation management for major delivery issues, coordinating across Project Owners, Professional Services leadership, and cross-functional stakeholders. * Ensure strategic projects ...
Payor Escalation Specialist
Kalamazoo, MI · On-site
Escalations requiring higher level involvement will be coordinated with management or leadership as appropriate. The Payor Escalation Specialist will take initiative to understand the root cause of ...
Payor Escalation Specialist
Kalamazoo, MI · On-site
Escalations requiring higher level involvement will be coordinated with management or leadership as appropriate. The Payor Escalation Specialist will take initiative to understand the root cause of ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Quick apply
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Acting as the primary escalation point and operational liaison, the Team Lead coordinates incident response, ticket management, and service improvements while maintaining accurate documentation and ...
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
Quick apply
Milestone Escalation/Resolution * NTS Review and Resolve * Client Calls * QBR's * Customer ... Manage work orders and client relationships alongside teammates and leadership, including reviewing ...
This person will serve as an escalation point when files are incomplete, contract details do not ... Ability to manage multiple priorities and keep projects moving in a fast-paced environment * Strong ...
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This person will serve as an escalation point when files are incomplete, contract details do not ... Ability to manage multiple priorities and keep projects moving in a fast-paced environment * Strong ...
This person will serve as an escalation point when files are incomplete, contract details do not ... manage multiple priorities and keep projects moving in a fast-paced environment Strong problem ...
This person will serve as an escalation point when files are incomplete, contract details do not ... manage multiple priorities and keep projects moving in a fast-paced environment Strong problem ...
Site Manager
Royal Oak, MI · On-site
Manage escalations and operational challenges in real time * Foster a culture of teamwork, accountability, and continuous improvement * Utilize operational data and metrics to drive decision making ...
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Site Manager
Royal Oak, MI · On-site
Manage escalations and operational challenges in real time * Foster a culture of teamwork, accountability, and continuous improvement * Utilize operational data and metrics to drive decision making ...
Site Manager
Royal Oak, MI · On-site
Manage escalations and operational challenges in real time * Foster a culture of teamwork, accountability, and continuous improvement * Utilize operational data and metrics to drive decision making ...
Quick apply
Site Manager
Royal Oak, MI · On-site
Manage escalations and operational challenges in real time * Foster a culture of teamwork, accountability, and continuous improvement * Utilize operational data and metrics to drive decision making ...
Supplier relationship and escalation management * Data-driven decision making * Transformational leadership mindset
Supplier relationship and escalation management * Data-driven decision making * Transformational leadership mindset
Plant Manager
Detroit, MI · On-site
Lead customer interface for plant performance, audits, and escalation management. * Drive zero-defect mindset. * Champion Lean Manufacturing and waste elimination initiatives. * Improve OEE ...
Plant Manager
Detroit, MI · On-site
Lead customer interface for plant performance, audits, and escalation management. * Drive zero-defect mindset. * Champion Lean Manufacturing and waste elimination initiatives. * Improve OEE ...
This role serves as the central coordinator for go-live execution, readiness tracking, escalation management, and post-launch stabilization. Responsibilities What you'll do... * Lead the integrated ...
This role serves as the central coordinator for go-live execution, readiness tracking, escalation management, and post-launch stabilization. Responsibilities What you'll do... * Lead the integrated ...
Escalations Manager information
See Michigan salary details
$30.9K - $41.2K
7% of jobs
$41.2K - $51.5K
5% of jobs
$51.5K - $61.7K
7% of jobs
$66.9K is the 25th percentile. Wages below this are outliers.
$61.7K - $72K
10% of jobs
$72K - $82.2K
13% of jobs
The median wage is $86.5K / yr.
$82.2K - $92.5K
18% of jobs
$92.5K - $102.8K
11% of jobs
$107.9K is the 75th percentile. Wages above this are outliers.
$102.8K - $113K
7% of jobs
$113K - $123.3K
9% of jobs
$123.3K - $133.6K
9% of jobs
$133.6K - $143.8K
4% of jobs
$30.9K
$89.2K
$143.8K
How much do escalations manager jobs pay per year?
As of May 28, 2026, the average yearly pay for escalations manager in Michigan is $89,152.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,200.00 and $112,400.00 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?
| Aspect | Escalations Manager | Customer Support Manager |
|---|---|---|
| Responsibilities | Handles complex customer issues, manages escalation processes, resolves high-priority complaints | Oversees customer service teams, manages support operations, improves customer satisfaction |
| Required Skills | Problem-solving, conflict resolution, communication, technical knowledge | Leadership, communication, customer service skills, team management |
| Work Environment | Fast-paced, problem-solving focused, often within customer service or technical support teams | Team management, strategic planning, customer interaction |
| Common Industry Usage | Technology, telecommunications, SaaS companies | Retail, 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 Michigan? For Escalations Manager jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Michigan look for? The top searched job categories for Escalations Manager jobs in Michigan are:
What cities in Michigan are hiring for Escalations Manager jobs? Cities in Michigan with the most Escalations Manager job openings:
Corning rating
8.2
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.