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Escalations Manager Jobs in Michigan (NOW HIRING)

Aptiv PLC

Program Manager - Robotics & Drones

Troy, MI · On-site

Lead customer reviews, technical discussions, status updates, and escalation management activities. * Understand customer technology roadmaps and identify opportunities to support future business ...

Aptiv

Program Manager - Robotics & Drones

Troy, MI · Hybrid

Lead customer reviews, technical discussions, status updates, and escalation management activities. * Understand customer technology roadmaps and identify opportunities to support future business ...

RF Connect

Network Operations Director

Farmington Hills, MI · On-site

$83K - $112K/yr

Direct incident response , escalation management, and root-cause analysis efforts. * Establish and monitor operational KPIs, SLAs , and service metrics . * Drive continuous improvement initiatives ...

Barnes Group Inc.

Customer Service Manager

Warren, MI · On-site

Serve as the site's primary point of contact for customer communication/escalations post-deal. * Oversee backlog review, order entry, and customer scorecard management. * Support contract closeout ...

Barnes Group

Customer Service Manager

Warren, MI · On-site

Serve as the site's primary point of contact for customer communication/escalations post-deal. * Oversee backlog review, order entry, and customer scorecard management. * Support contract closeout ...

BorgWarner, Inc.

Manager, IT Senior

Auburn Hills, MI · On-site

$124K - $124K/yr

Remove adoption barriers, escalate risks early, and promote best practices and reuse across sites. 4. IT Operation, Performance & Escalation Management * Drive alignment and performance of ...

Deloitte

Oracle ERP Delivery Manager

Detroit, MI · On-site

Executing delivery governance, including status reporting, key performance indicators, service-level agreements, action tracking, risk management, escalation management, and quality management

BorgWarner

Manager, IT Senior

Auburn Hills, MI

Remove adoption barriers, escalate risks early, and promote best practices and reuse across sites. 4. IT Operation, Performance & Escalation Management * Drive alignment and performance of ...

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Escalations Manager information

See Michigan salary details

$30.9K

$89.2K

$143.8K

How much do escalations manager jobs pay per year?

As of Sep 4, 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 is an escalations manager?

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.

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 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.

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.

How to become an escalations manager?

To become an escalations manager, candidates typically need several years of experience in customer service, support, or operations roles, along with strong problem-solving and communication skills. A bachelor's degree in business, management, or a related field is often preferred, and familiarity with customer relationship management (CRM) tools can be beneficial. Developing leadership abilities and understanding company policies for handling complex issues are also important for advancement into this role.

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:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Michigan as of August 2026, with employment types broken down into 97% Full Time, and 3% Contract. Highlights an 86% In-person, 7% Hybrid, and 7% Remote job distribution, with an average salary of $89,152 per year, or $42.9 per hour.

Program Manager - Robotics & Drones

Aptiv PLC

Troy, MI • On-site

Full-time

Posted 9 days ago

Job description

Program Manager - Robotics & Drones
We are Aptiv - a global technology company with 200,000 specialists in 48 countries. We develop innovative software and build the hardware to bring autonomous driving cars, advanced driver-assistance systems, connected vehicles and smart cities to life in a way that only we can. We work in partnership with almost all car manufacturers. Our sensors, systems and software can already be found in almost all passenger cars today.
Aptiv is building a new Robotics business focused on Autonomous Mobile Robots (AMRs) and Drones for warehouse, industrial, and adjacent markets. A core differentiator of these systems is robust, reliable, and scalable perception across diverse environments and customer use cases.
We are seeking an experienced Program Manager to lead the development, commercialization, and delivery of robotics and drone hardware and software systems. This role combines strategic program leadership with hands-on project execution and people management responsibility for a team of Project Managers. The successful candidate will oversee a portfolio of complex development programs, ensuring projects are delivered on time, within budget, and in alignment with technical, quality, regulatory, and business objectives.
As a key leader within the Adjacent Markets Robotics and Drones division, you will drive programs through the full product lifecycle, from concept definition and customer engagement through development, validation, launch, and production deployment. You will partner closely with engineering, product management, autonomy, localization, safety, manufacturing, operations, sales, finance, and executive leadership teams to establish scalable development processes, manage program execution, and ensure successful commercialization of innovative technologies.
This position requires a strong blend of technical understanding, operational discipline, leadership, and customer-facing experience, with the ability to transform emerging technologies and proof-of-concept solutions into reliable, scalable, production-ready products deployed across diverse customer environments.
Key Responsibilities
Program & Portfolio Leadership
  • Lead a portfolio of robotics and drone development programs spanning hardware, software, autonomy, and integrated system solutions.
  • Manage and mentor a team of Project Managers, establishing clear priorities, execution standards, and accountability across programs.
  • Translate business strategy, product roadmaps, and customer requirements into executable program plans.
  • Own program performance, delivery schedules, budgets, resource plans, risks, and business outcomes.
  • Ensure successful execution of programs through all phases of the product development lifecycle, including concept development, prototype validation, productization, launch, and post-deployment support.
  • Drive alignment across engineering, product, operations, manufacturing, and commercial teams to achieve program objectives.

Product Development & Launch Execution
  • Establish and maintain program plans, milestones, deliverables, and execution roadmaps.
  • Lead cross-functional development teams to deliver products on schedule, within budget, and to defined quality, performance, and safety requirements.
  • Ensure readiness for design reviews, verification and validation activities, manufacturing readiness, product launch, and customer deployment.
  • Drive risk identification, mitigation planning, issue resolution, and executive escalation processes.
  • Partner with engineering leadership to balance program scope, technical innovation, resource constraints, and delivery commitments.
  • Champion development process compliance and continuous improvement throughout the organization.

Customer & Stakeholder Management
  • Serve as a customer-facing program leader for strategic development programs.
  • Build and maintain strong relationships with customers, suppliers, partners, and executive stakeholders.
  • Lead customer reviews, technical discussions, status updates, and escalation management activities.
  • Understand customer technology roadmaps and identify opportunities to support future business growth.
  • Support proposal development, business capture activities, and strategic growth initiatives.

Governance & Operational Excellence
  • Develop and maintain program governance frameworks, reporting structures, and performance metrics.
  • Provide portfolio-level visibility through KPI reporting, executive dashboards, and operational reviews.
  • Establish consistent project management methodologies across the organization, leveraging Agile, Waterfall, or Hybrid approaches as appropriate.
  • Drive adoption of best practices, tools, and processes that improve predictability, scalability, and execution effectiveness.
  • Ensure programs comply with internal development processes, regulatory requirements, customer standards, and quality management systems.

Resource & Financial Management
  • Develop and manage program budgets, staffing plans, and resource forecasts.
  • Partner with functional leaders to align engineering resources with program priorities and customer commitments.
  • Monitor program profitability, cost performance, and investment requirements.
  • Support capital appropriation requests, budget planning activities, and business case development.
  • Drive efficient utilization of resources while maintaining delivery and quality objectives.

Leadership & Team Development
  • Lead, coach, and develop Project Managers and cross-functional program teams.
  • Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
  • Establish performance expectations and support professional development across the program management organization.
  • Promote servant leadership principles while driving results in a fast-paced, highly technical environment.
  • Build organizational capability by implementing scalable project and program management practices.

Required Qualifications
  • Bachelor's degree in Engineering, Business, Program Management, or a related technical discipline.
  • 10+ years of experience leading complex engineering, product development, or technology programs.
  • 5+ years of leadership experience managing Project Managers, engineering teams, or cross-functional development organizations.
  • Demonstrated experience delivering complex hardware and software products through the full development lifecycle.
  • Strong understanding of product development processes, systems engineering, risk management, and commercialization practices.
  • Proven experience managing multiple concurrent programs, customers, and stakeholders.
  • Strong customer-facing leadership experience with demonstrated success in executive communications and relationship management.
  • Experience developing and managing budgets, schedules, resource plans, and performance metrics.
  • Excellent communication, negotiation, problem-solving, and organizational skills.
  • Ability to influence and collaborate effectively across a matrixed organization.
  • Proficiency with project, portfolio, and product lifecycle management tools.

Preferred Qualifications
  • Master's degree (MBA, MS, or equivalent) in Engineering, Business, or a related discipline.
  • PMP, PgMP, Agile, or equivalent program management certification.
  • Experience in robotics, autonomous systems, drones, aerospace, automotive, defense, industrial automation, or related technology sectors.
  • Experience managing hardware-software integrated system development programs.
  • Familiarity with manufacturing readiness, product launch processes, and production scaling.
  • Knowledge of quality systems, regulatory compliance, and customer development processes.
  • Experience supporting proposals, business development, contract execution, or product strategy activities.
  • Proven success operating in high-growth organizations transitioning products from concept to commercial deployment.

Traits we seek:
  • Strategic problem solvers who bring structure to ambiguity, think systemically, and drive decisions that balance technical, operational, and business objectives.
  • Empowering leaders who develop high-performing Project Managers, foster accountability, align cross-functional teams, and build trust at all levels of the organization.
  • Operationally minded executors who can translate vision into actionable plans, establish scalable processes, and consistently deliver complex programs from concept through production deployment.
  • Resilient change agents who remain composed under pressure, navigate competing priorities, remove obstacles, and continuously improve how teams and programs operate.

Privacy Notice - Active Candidates: https://www.aptiv.com/privacy-notice-active-candidates
Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.

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