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Escalations Manager Jobs in Rhode Island (NOW HIRING)

E Logic

IT Project Manager

Woonsocket, RI · On-site

$90K/yr

SLA & Escalation Management: Coordinate response workflows for critical emergency outages (4-hour on-site SLA) and non-critical service requests. * Vendor Coordination: Oversee hardware, software ...

Stellantis

Design Quality Lead BCIM

Cranston, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Warwick, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Providence, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Warwick, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Cranston, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Pawtucket, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Bristol, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Pawtucket, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Providence, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Stellantis

Design Quality Lead BCIM

Bristol, RI · On-site

Level 1 Escalation Management: * Initiate escalation notifications to the Project Lead and Quality Project Specialist ; maintain the escalation report. * Lead escalation meetings with Buyer, SQE ...

Citizens

Senior Incident Manager

Johnston, RI · On-site

$100K - $135K/yr

Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements. Lead post incident reviews, identify lessons learned, and partner with problem management ...

Citizens

Senior Incident Manager

Johnston, RI · On-site

$100K - $135K/yr

Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements. Lead post incident reviews, identify lessons learned, and partner with problem management ...

Citizens

Senior Incident Manager

Johnston, RI

$100K - $135K/yr

Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements. Lead post incident reviews, identify lessons learned, and partner with problem management ...

Citizens Bank

Senior Incident Manager

Johnston, RI · On-site

$100K - $135K/yr

Senior Service Management Specialist - Enterprise Incident Manager Location & Work Arrangement This ... escalation, coordination, restoration, and post incident follow up. • Facilitate major incident ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Rhode Island

Escalations Manager information

See Rhode Island salary details

$34.8K

$100.2K

$161.6K

How much do escalations manager jobs pay per year?

As of Sep 7, 2026, the average yearly pay for escalations manager in Rhode Island is $100,170.00, 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 Rhode Island?

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

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

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

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Rhode Island as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution, with an average salary of $100,170 per year, or $48.2 per hour.

IT Project Manager

E Logic

Woonsocket, RI • On-site

$90K/yr

Contractor

Re-posted 17 days ago

Job description

The IT Project Manager will serve as the single point of accountability for overall service delivery, project coordination, escalation management, cybersecurity oversight, and operational performance for Woonsocket Housing Authority ("WHA") in their IT Department. This role bridges technical execution with strategic management, ensuring infrastructure modernization and day-to-day stability across seven operational locations but the primary location will be at 679 Social Street, Woonsocket, RI 02895.


Key Responsibilities:


  • Accountability: Single point of contact for overall performance, ensuring compliance with local, state, and federal standards.
  • SLA & Escalation Management: Coordinate response workflows for critical emergency outages (4-hour on-site SLA) and non-critical service requests.
  • Vendor Coordination: Oversee hardware, software, telecommunications, and cloud vendor relationships to resolve operational issues promptly.
  • Reporting: Track lifecycle planning, infrastructure deficiency assessments, and disaster recovery readiness.

Requirements:


  • Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).
  • 5+ years managing IT service delivery or enterprise infrastructure projects.
  • Project Management Professional (PMP) or PRINCE2 certification.
  • ITIL 4 Foundation certification.
  • Demonstrated experience supporting Yardi or similar housing management software platforms is preferred.
  • Core business hours; must be capable of governing major infrastructure projects or major incident responses outside of standard hours during designated off-peak maintenance windows.

Important Notice:


This role is part of a proposal for Woonsocket Housing Authority ("WHA"). Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.