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Escalations Manager Jobs in Minnesota (NOW HIRING)

HHAeXchange

Customer Advisor

Minneapolis, MN · On-site

Own customer retention and save motions for at-risk accounts, including stakeholder coordination, recovery planning, escalation management, and progress tracking through resolution. * Drive renewal ...

EOS

Data Center Operations Manager

Rosemount, MN · On-site

Resolve customer escalations and identify opportunities to enhance service delivery and customer ... Manage operational budgets, labor forecasting, overtime, resource utilization, and productivity.

Optomec, Inc

Support Manager

Saint Paul, MN · On-site

Position Summary: Lead and manage field support operations and dispatch oversight without ... Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and ...

Optomec Inc

Support Manager

Saint Paul, MN · Remote

Lead and manage field support operations and dispatch oversight without performing customer on-site ... Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and ...

Marmon

Customer Operations Lead

Brooklyn Park, MN · On-site

Reinforce adherence to standardized workflows and service processes 3. Escalation Management & Execution Discipline * Act as the escalation point for complex, sensitive, or high-impact issues

Marmon

Customer Operations Lead

Brooklyn Park, MN · On-site

Reinforce adherence to standardized workflows and service processes 3. Escalation Management & Execution Discipline * Act as the escalation point for complex, sensitive, or high-impact issues

Deloitte

Oracle ERP Delivery Manager

Minneapolis, MN · On-site

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

E*Pro, Inc.

PMO Lead

Minneapolis, MN · On-site

... escalations management Project manager requirements forecasting (Ramp up/down) Project Metrics and reporting PMO Process gaps and flows Customer satisfaction Governing Major programs Project manager ...

Dakota Supply Group

Help Desk Manager

Plymouth, MN · On-site

$83K - $139K/yr

The Help Desk Manager will serve as a technical coach and escalation resource for the team, with strong proficiency in the Microsoft technology ecosystem, including Microsoft 365 administration ...

Dsg-108ea1e0

Help Desk Manager

Plymouth, MN · On-site

$100 - $125/hr

The Help Desk Manager will serve as a technical coach and escalation resource for the team, with strong proficiency in the Microsoft technology ecosystem, including Microsoft 365 administration ...

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Escalations Manager information

See Minnesota salary details

$34.8K

$100.2K

$161.6K

How much do escalations manager jobs pay per year?

As of Sep 8, 2026, the average yearly pay for escalations manager in Minnesota is $100,180.00, according to ZipRecruiter salary data. Most workers in this role earn between $74,400.00 and $126,300.00 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 Minnesota?

For Escalations Manager jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in Minnesota look for?

The top searched job categories for Escalations Manager jobs in Minnesota are:

What cities in Minnesota are hiring for Escalations Manager jobs?

Cities in Minnesota with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Minnesota as of August 2026, with employment types broken down into 85% Full Time, 12% Part Time, 2% Contract, and 1% Nights. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $100,180 per year, or $48.2 per hour.

Director of Commercial Key Accounts

Medica Services Company LLC

Minnetonka, MN

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

Job description

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Director, Key Account Executives, provides enterprise leadership for Medica’s Key Account Executive team. How they function, overseeing the Key Account strategy, establishing scalable and consistent business models, and ultimately executing how Medica manages its most complex and strategically significant commercial accounts (employers).

This role leads Key Account Executives across all geographies and is accountable for retention, client experience, and effective cross-functional coordination for large and complex accounts. The Director ensures consistent account management standards, clear ownership models, and seamless transitions of new large accounts from Commercial Sales Relationship Managers into the Key Account Executive team. Performs other duties as assigned.

Key Accountabilities

  • Enterprise Leadership and Execution of the Key Account Operating Model
    • Define and own the enterprise Key Account management model across all geographies. Set standards for:
      • Account ownership and governance
      • Strategic initiatives
      • Renewal leadership and growth strategies
      • Escalation management
      • Cross-functional engagement to ensure operational alignment and consistency in how Medica manages its most complex and strategic accounts across Medica core geographies
  • People Leadership and Capability Development
    • Lead, coach, and develop Key Account Executives across regions. Set clear expectations tied to retention, reporting, client engagement and experience, and segment performance. Drive consistency in skills such as:
      • Executive presence
      • Strategic account planning
      • Complex issue navigation
      • Driving decisions based on reporting, data, analytics, and technologies
      • Interdisciplinary protocol
      • Leveraging Medica resources to retain, grow and innovate within our Key Account book of business
  • Retention Strategy and Portfolio Health Oversight
    • Own the health of the Key Account portfolio, not individual accounts
      • Identify systemic retention risks, trends, and escalation patterns
      • Partner with Sales, Client Experience, Product, Network, Operations, and Finance to: Proactively address at-risk accounts and influence enterprise priorities that impact retention Act as an escalation leader for high-impact or enterprise-sensitive situations
  • Account Transition and Intake Governance

    • Own the standard transition process for moving new large and complex accounts from commercial Sales Relationship Managers to Key Account Executives

    • Ensure:
      • Clear handoffs
      • Defined ownership
      • Early stabilization and client confidence
    • Continuously improve transition effectiveness based on feedback and outcomes

Cross‑Functional Influence and Enterprise Partnership 

    • Serve as a strategic partner to the Senior Director, Commercial Sales and Retention
    • Represent Key Account needs in enterprise discussions related to:
      • Product
      • Network
      • Service models
      • Operational readiness
    • Influence decisions without direct authority
  • Participate directly in select executive‑level client interactions when:
    • Accounts are highly complex
    • Issues are enterprise‑sensitive
    • Presence adds credibility or accelerates resolution
  • Model expectations for Key Account Executives

        Required Qualifications

        • Bachelor's degree or equivalent work experience in a related field
        • 10+ years of work experience beyond degree
        • 5+ years of Health Plan experience with a focus on commercial business
        • 5+ years of people leadership and coaching senior, client-facing professionals across geographies

        Required Certifications/Licensure

        • Applicable active resident and non-resident Life, Accident and Health licenses

        Preferred Qualifications

        • Commercial sales, account management, or client experience leadership
        • Healthcare, insurance, or similarly complex B2B environments
        • Enterprise‑level strategic account leadership and portfolio management
        • Retention strategy development and execution for complex, high‑value accounts
        • Advanced client experience design and stewardship in highly visible relationships
        • Executive presence with the ability to engage credibly with senior client and internal leaders
        • Strong escalation management and complex issue resolution capabilities
        • Ability to establish, document, and enforce standard operating models while allowing for regional nuance
        • Cross‑functional influence in matrixed environments without direct authority
        • Change leadership skills, including guiding teams and clients through transitions and ambiguity
        • Strong business judgment and decision‑making in high‑risk, high‑impact situations
        • Data‑informed analysis and prioritization of portfolio‑level risks and opportunities
        • Excellent communication skills, including executive‑level written and verbal messaging
        • Talent development mindset with experience building consistent capabilities and expectations
        • Operational discipline paired with strategic thinking and adaptability
        • Strong collaboration skills across Sales, Client Experience, Operations, Product, Network, and Finance

        This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN and/or Madison, WI. 

        The full salary grade for this position is $122,500 – $210,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $122,500 - $175,000. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

        The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

        Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

        We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.