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Escalations Manager Jobs in Raleigh, NC (NOW HIRING)

BuildOps

Manager, PMO

Raleigh, NC · On-site

  • PTO

Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility * Define triggers, SLAs, and DRI accountability at each tier so no at-risk ...

Promachbuilt

ERP Project Manager

Raleigh, NC · On-site

  • Medical

  • Dental

  • Life

  • Retirement

  • PTO

Drive issue resolution and escalation management to maintain project momentum and minimize business disruption. * Ensure successful transition from legacy systems while maintaining operational ...

STI

Helpdesk Manager - Durham, NC

Durham, NC · On-site

Serve as the primary point of contact for escalated technical issues and service disruptions ... Manage onboarding, training, and professional development for helpdesk staff. Preferred ...

SAS

Manager, Managed Cloud Operations

Cary, NC · On-site

Lead operational execution across customer environments, ensuring priorities, escalations, and service commitments are managed effectively. * Partner with customer-facing, engineering, security, and ...

SAS

Manager, Managed Cloud Operations

Cary, NC

Lead operational execution across customer environments, ensuring priorities, escalations, and service commitments are managed effectively. * Partner with customer-facing, engineering, security, and ...

ICON

Clinical Trial Manager

Raleigh, NC · On-site +1

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Proactively identify and resolve issues that arise during trial conduct; manage escalation of trial-related issues * Participate in or lead the development of core trial documents, trial plans and ...

Icon plc

Clinical Trial Manager

Raleigh, NC

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Proactively identify and resolve issues that arise during trial conduct; manage escalation of trial-related issues * Participate in or lead the development of core trial documents, trial plans and ...

Clever Devices Ltd.

Senior Customer Success Manager

Apex, NC · On-site

$120K - $150K/yr

  • Medical

  • Life

  • Retirement

  • PTO

The Senior CSM is responsible for managing service escalation, ensuring timely resolution and clear communication by coordinating response strategies with extreme precision across internal teams and ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Raleigh, NC

Escalations Manager information

See Raleigh, NC salary details

$34.5K

$99.4K

$160.4K

How much do escalations manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for escalations manager in Raleigh, NC is $99,430.00, according to ZipRecruiter salary data. Most workers in this role earn between $73,900.00 and $125,400.00 per year, depending on experience, location, and employer.

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.

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 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 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.

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 Raleigh, NC? For Escalations Manager jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Raleigh, NC look for? The top searched job categories for Escalations Manager jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Escalations Manager jobs? Cities near Raleigh, NC with the most Escalations Manager job openings:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Raleigh, NC as of August 2026, with employment types broken down into 1% As Needed, 82% Full Time, 15% Part Time, and 2% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $99,430 per year, or $47.8 per hour.

Manager, PMO

BuildOps

Raleigh, NC • On-site

Full-time

PTO

Re-posted 21 days ago

Job description

About BuildOps
BuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors. We help our customers operate more efficiently, connect their teams, and deliver world-class service to their clients. At BuildOps, we call our team members Builders-innovators who take ownership, build with purpose, and deliver results that make a lasting impact.
About The Role
This is not a coordinator role. You will own the methodology, the tooling, the standards, and the accountability frameworks that govern how BuildOps delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps - inconsistent handoffs, no escalation playbook, churn that could have been prevented - this is the job that fixes that.
What You'll Do
Build and govern the PS delivery methodology
  • Define and maintain the implementation framework - phases, milestones, go/no-go criteria, and sign-off standards - for all customer segments (SMB, Mid-Market, Enterprise)
  • Ensure methodology is documented, version-controlled, and consistently adopted across the delivery team

Own the PS portfolio view and health reporting
  • Maintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live dates
  • Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders

Design and enforce the escalation framework
  • Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility
  • Define triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds

Lead the post-implementation RCA program
  • Own the RCA process for contract rejections and high-risk churns - including template selection, root cause categorization, corrective action assignment, and aggregate trend reporting
  • Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence

Drive PS tooling and process infrastructure
  • Own the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view
  • Ensure IMs and CSMs spend time on customers, not on admin overhead

Build and maintain implementation playbooks
  • Develop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learnings
  • Maintain them as living documents - updated after every significant account learning.What We Look For

What We Look For
  • 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
  • Direct experience building or owning a PMO or delivery methodology function - not just following one
  • Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks, etc.)
  • Strong analytical skills - you can build a portfolio health dashboard and explain what it means to a VP in three minutes
  • Experience designing escalation frameworks and churn intervention playbooks
  • Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
  • Experience working in or serving the construction, field service, or trades industry is a strong plus
  • Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)

Nice-To-Haves
  • PMP, PgMP, or equivalent project management certification
  • Experience with Gainsight or a CS health-scoring platform
  • Background in RCA methodologies: 5 Whys, FMEA, DMAIC, or Fishbone
  • Prior experience scaling a PS team from 10 to 30+ IMs and CSMs
  • Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
  • CRM and CS platforms: Salesforce, Gainsight, GUIDEcx
  • Project tracking: ClickUp, Asana, Jira, Confluence
  • ERP and accounting integrations: NetSuite, QuickBooks, Sage

What we offer:
  • Generous equity grant, become an owner in our company!
  • A comprehensive benefits package
  • Flexible PTO and hybrid work schedules
  • One-time work-from-home allowance
  • Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
  • Company events and team-building activities, both in-person and virtual
  • Fast-paced, collaborative, and dynamic work environment
  • Opportunities for growth and career advancement
  • Chance to work with cutting-edge technology and innovative solutions
  • The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.
About BuildOps
Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry!
We're not just talking incremental improvements-we're talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here.
This is your chance to be part of a rocketship. We're fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric (Reuters, TechCrunch, LA Business Journal) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.
At BuildOps, we're changing the game and doing the best work of our careers. You'll be a key player in a company that's truly making a difference for the backbone of our economy. If you're ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you.
BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.
BuildOps recruiters will only contact candidates through official channels and will never ask for payment, banking details, or sensitive personal information during the interview process. Verify all openings at https://buildops.com/careers. Report suspicious outreach to reportfraud.ftc.gov and fraud@buildops.com. We review every report, but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.

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